All Stories

  1. Advanced services and differentiation advantage: an empirical investigation
  2. Complexity as contingency in sales and operations planning
  3. The moderating effect of channel use on the quality‐loyalty relationship in multi‐channel e‐services
  4. Special Issue on the EurOMA 2010 Conference
  5. The impacts of e-service quality on customer behaviour in multi-channel e-services
  6. The effects of service failures and recovery on customer loyalty in e‐services
  7. Barriers to internal benchmarking initiatives: an empirical investigation
  8. QUALITY MANAGEMENT: UNIVERSAL OR CONTEXT DEPENDENT?
  9. Customer heterogeneity in operational e‐service design attributes
  10. Operational implications of manufacturing outsourcing for subcontractor plants
  11. Linking quality management to manufacturing strategy: an empirical investigation of customer focus practices
  12. Quality management re-visited: a reflective review and agenda for future research