this article discusses the use of value stream mapping(vsm) in a make-to-order production environment. according to this tool, apractical study carried out about the way of implementation of leanmanufacturing in a commercial printing company in an action research basis. theaim of using vsm as a drawing tool of current value stream is to investigatethe ways of process improvement and reducing wa...

The gap between the value of the company in the accounting and financial books and its real market value is growing more and more. This difference represents the effect of intellectual capital that arises in the company in various forms. His cleavage in three types is the most widely used: human capital, organizational capital and customer capital. These different forms of intellectual capital ...

The service encounter occurs whenever a customer interacts with a company personally or through technology through, for example, the Internet, e-mail, or telephone. Nowadays, customers frequently initiate the encounter as, for example, inquiries, information searches, and complaints are conveniently performed online. This article explores the role of digital service encounters on customer perce...