Aim The attitudes and behaviours of nursing staff are critical to determine patients'
satisfaction and to have a competitive advantage for any healthcare organization. This study …

This article argues that current public management theory is not fit for purpose—if it ever has
been. It argues that it contains two fatal flaws—it focuses on intraorganizational processes at …

In an effort to improve operational efficiency, healthcare services around the world have
adopted process improvement methodologies from the manufacturing sector, such as Lean …

Purpose The purpose of this paper is to use “positive organizational behavior” and
“transformative service research” paradigms to introduce “employee well-being” as a focal …

Abstract 'Lean'has become a popular approach to public service reform. In the current era of
reduced public spending, it promises to maintain service productivity, improve utilisation and …

Auf dem Weg in die so genannte „Dienstleistungsgesellschaft “weisen zahlreiche Aspekte
auf die Relevanz einer gesonderten Betrachtung von Dienstleistungen hin. Die Zahl an …

The aim of this paper is to present and discuss two frameworks about tourist experiences
from a marketing point of view. The first one illustrates the co‐production of tourism products …

Service encounters often occur in the presence of multiple customers who share the
servicescape with each another. This study was conducted to ascertain the positive and/or …

The role of service employees is indeed relevant for the success of any service organization,
especially those that process people and internal marketing can help firms to deliver service …

An increasingly service-oriented economy requires organizations to attract and retain
customers to ensure a sustainable competitive advantage. To achieve this objective …