1,720,962 research outputs found
Analysing the features of modules and interfaces across the small consulting firms
Full text linkSmall consulting companies that handle low volumes of customers and a high variety of projects are facing the management of this complexity in a decidedly challenging manner. In fact, the highly evolving economic world and the pressing demands of customers impose concrete and advanced managerial choices. In this context, small consulting companies' widespread use of modularity has emerged in the case studies we conducted, for their provision of services, internal processes and organisational structure. The presence of a dynamic "modules market" has taken shape, which brings substantial qualitative data to the scientific literature on the issue of service modularity
Exploring sectorial and organizational contingencies on service recovery operations
Full text linkThis thesis is mainly about operations management. It stems from two big phenomena that are affecting businesses worldwide: the servitization of manufacturing the higher attention paid to service quality. High competitiveness among firms in all sectors, even increased by the globalization of markets, has moved priorities of firms on delivering flawless offerings, in order to match customer expectations and foster their satisfaction and loyalty, protecting this way profitability. Unfortunately, errors and mishaps are always behind the corner, both in pure service contexts and in manufacturing companies, that have largely undertaken the road to servitization, adding services to their physical products. The academic world has extensively treated the importance of recovery practices to turn aggrieved customers into loyal ones, and protecting from negative consequences of failures. Despite that, scarce attention has been paid to how firms should organize resources to deliver recoveries, and no investigations have been run in the manufacturing setting.
This is the reason why this thesis deals with operations management. It aims at providing operational insights into recovery practices, both in manufacturing and service firms. More in depth, this work explores the role of contingency factors, such as the business sector and the organizational configuration of companies, in affecting the implementation of service recovery systems. This study specifically addresses contingencies’ influences on seven structural dimensions of recovery systems, already codified in literature and deepened through field investigation in this research. In the end, business sector, organizational configuration and recovery strategy result to be relevant variables that have to be considered in order to deploy coherent operational choices to achieve high results. Findings have been built through within case and cross case analysis in four large organizations from manufacturing and banking industries, with different organizational configurations.
Finally, limitations and future research directions are given, as well as seven research propositions that hopefully will inspire further investigation
Delving into sectorial and organizational contingencies on service recovery operations
No full textThis research exploits contingency theory to deepen the operational knowledge about SR operations. The business sector (banking vs. manufacturing) and organizational configuration (centralized vs. decentralized) contingencies are studied to observe how firms implement operational decisions within service recovery practices to fit their specific context. In particular, the paper addresses this research question: “how do the business sector and organizational configuration affect the implementation of the 7 structural dimensions of a SR system?”. Findings from 4 case studies point out how performing firms adapt to the specific context defining their operational configuration depending on the proposed contingencies
Exploring organizational ownership effects on structural dimensions of service recovery
No full textService recovery is fundamental for customer retention after a failure has occurred. Despite this, there are few operational insights in literature. The paper explores, through two banking case studies, how organizational ownership may affect recovery operations with the regard to the seven structural dimensions of a service recovery system
Exploring the influence of the business context on service recovery: manufacturing vs. banking
No full textService recovery resulted to be an effective best practice in retaining customers when failures occur, having been studied in very different service contexts. However, applicable indications about how companies organize their service recovery practices are scant, and very few studies analyse what is the influence of a specific business context on service recovery operations. This paper aims to explore trough two case studies the role of manufacturing and banking contexts on the definition and configurations of service recovery operations along the structural dimensions of a service recovery system
Managerial implications of service recovery strategies
No full textThe research analyzes managerial and theoretical implications of service recovery in financial institutions. Based on case study evidence the paper points out insights and findings on how service recovery strategies are operationally implemented in two leader banks in Europe, drawing managerial indications for organizational and performance management decision
Service Recovery: Impacts on Operational Performance
No full textThe research analyzes managerial and theoretical implications of service recovery in manufacturing companies. Based on case study evidence directly gathered by the authors the paper points out insights and findings on how service recovery practices impact on company’s operational performance measurement systems, and suggests research and practical applications
Contingencies and characteristics of service recovery system design: insights from retail banking
Full text linkPurpose: this paper explores the contingencies and characteristics of service recovery system
(SRS) design.
Design/methodology/approach: informed by extensive case study data from two large
Italian retail banks, our theory-building study builds on the seven design characteristics
proposed by Smith et al. (2009). Nineteen sub-dimensions are identified that provide a finergrain
view of the SRS at the operational level. The design characteristics and the
corresponding sub-dimensions comprise the SRS design framework. These sub-dimensions
are then analysed across the two cases. Specific attention is given to sub-dimensions that are
contingent upon service recovery strategy.
Findings: the findings suggest that the extended set of SRS sub-dimensions (providing
greater specificity) contributes to identifying commonality and difference between SRS
configurations. This specificity facilitates the identification of two sets of SRS design
characteristics (S-Type; C-Type) that correspond with SR strategy. Two propositions have
been formulated with respect to this SR strategy – SRS contingency. An additional set of subdimensions,
common to both cases, is explained by conformance to regulatory control.
Originality/value: the paper provides novel theoretical insights into SRS design. The
increased specificity of the SRS framework and the sets of sub-dimensions contingent on SR
strategy extend current theory in OM. This provides opportunities for both practicing
managers and for future theoretical development
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