186,647 research outputs found
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
Analysing the features of modules and interfaces across the small consulting firms
No full textSmall 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
Contingencies and characteristics of service recovery system design: insights from retail banking
No full textPurpose: 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
Problemi di confrontabilità dei dati di sopravvivenza.
No full textIl presente studio ha esaminato l'omogeneità dei criteri di registrazione e follow up adottati dai diversi registri partecipanti, per consentire una corretta valutazione dei dati e delle differenze osservate tra le diverse aree geografiche italiane. Il controllo sui dati ha riguardato la corrispondenza alle regole internazionali di registrazione, la loro correttezza e la metodologia adottata per il follow up. Per le differenze osservate nella gestione di alcune neoplasie a più incerto inquadramento clinico e biologico, secondo quanto emerso anche a livello internazionale (codifica tumori in situ, neoplasie vescicali), l'analisi è stata integrata da un questionario somministrato a tutti i registri. Sono emerse alcune differenze nei metodi di registrazione seguiti. I problemi più rilevanti sono stati riscontrati nella registrazione dei tumori vescicali, principalmente nella valutazione dei tumori in situ e a comportamento incerto, e nella proporzione dei pazienti a breve sopravvivenza per alcune aree geografiche. Buoni livelli di qualità e omogeneità sono stati osservato globalmente per i principali indici di valutazione della registrazione (verifiche microscopiche, gestione del follow up). In conclusione i livelli qualitativi osservati nelle procedure di registrazione appaiono sostanzialmente in grado di assicurare una corretta confrontabilità dei dati. Solo per alcune sedi tumorali (in particolare la vescica) si sono evidenziati problemi significativi che suggeriscono maggiore cautela nell'interpretazione della sopravvivenza e delle differenze territoriali osservate
Chronic nasal obstruction secondary to perinatal listeriosis
No full textPerinatal listeriosis has not been reported previously as a cause of chronic nasal obstruction. We describe a preterm infant with early-onset neonatal listeriosis in whom the suppurative inflammation of the nasal cavities was complicated by total and irreversible airway obstruction
Effetto della stagione e dell'intensità di sfruttamento sul comportamento sessuale e sulle caratteristiche del seme di stalloni impiegati in programmi di inseminazione strumentale.
No full text- …
