Aservice encounter is an experience that extends over time. Therefore, its effective management must include the control of the timing of the delivery of each of the service’s elements and the enhancement of the customer’s experience between and during the delivery of the various elements. This paper provides a conceptual framework that links the duration of a service encounter to behaviors tha...

The globalization and the fast technological changes require the organizations to develop competitiveness at the global level. This poses great problems, particularly to small and medium -sized enterprises (Case Study of Slovenia) having available limited resources, such as personnel, money, development – operational capacities or knowledge. Therefore, it is urgently necessary that they focus o...

Full terms and conditions of use:

This paper describes the author s experience of 60 years of Operational Research and presents some thoughts on the nature of the work of an Operational Researcher. 2003 Elsevier B.V. All rights reserved.

Business strategies are vital for an organisation in the dynamic business environment today. However, most organisations are still facing issues in effectively executing the business strategies. The misalignment of operational factors such people, business operations, and IT systems, is one major problem that hinders the best performance of an organisation and degrades the value of business str...