W develop a model for the competitive interactions in service industries where firms cater to multiple customer classes or market segments with the help of shared service facilities or processes so as to exploit pooling benefits. Different customer classes typically have distinct sensitivities to the price of service as well as the delays encountered. In such settings firms need to determine (i...

I. Miles The diversity of service activities means that service innovations and innovation processes take various forms. In this paper, we use input/output and other data to depict how service industries vary in such areas as products, markets, work organization, and technological characteristics—most being very distinctive from primary industries (i.e., extractive industries such as agricultur...

nowadays, with increasing service industries, service marketing and service quality have become an important challenge to organizations. the attempts of organizations in this situation are witnesses to this matter. in the past years, the organizations tried to reach service quality appropriation and satisfaction of self-external customers by concepts and approaches of external marketing. one of...

This study examines the relationship between operation-level agility and firm performance in service industries. The study is augmented by investigating the role of IT resources and competence to achieve this specific type of agility. As of to date, most of the published literature in this stream of research has focused on manufacturing industry. This research is an early attempt to examine the...

Artificial intelligence (AI) is increasingly embedded into service firms’ operations. However, production systems and operations management scholars have not yet examined if AI-empowered are positively judged by customers. To bridge this gap, study draws on the three-factor theory of customer satisfaction applied to online review data, capture effect overall satisfaction, operationalised means ...

We compare the costs and benefits of partnerships relative to the corporate form of organization. We show that organizing as a partnership can be desirable in humancapital intensive industries where product quality is hard to observe. The theory explains the relative scarcity of partnerships outside of professional service industries such as law, accounting, medicine, investment banking, archit...

Based on the four perspectives of the balanced scorecard, including the financial, customer, internal process, and learning and growth perspectives, this study applied Fuzzy Delphi Method to construct key performance appraisal indicators for mobility of the service industries. The constructed indicators could serve as a reference for the service industries to establish applicable performance ap...

The increasing importance of the service offer for manufacturing companies has lead to the development of different service chains and service package in different industries. The main aim of this paper is to provide a structured comparison of the service offer and configuration in the capital goods and durable consumer goods industries. Even though the paper is mainly of a conceptual nature, t...