Open Access. Powered by Scholars. Published by Universities.®
- Discipline
Articles 1 - 2 of 2
Full-Text Articles in Business
Essays On Service Improvisation Competence: Empirical Evidence From The Hospitality Industry, Enrico Secchi
Essays On Service Improvisation Competence: Empirical Evidence From The Hospitality Industry, Enrico Secchi
All Dissertations
This dissertation explores the service design antecedents and the performance outcomes of Service Improvisation Competence (Serv-IC) the ability of service employees to deviate from established processes and routines in order to timely respond to unexpected events, using available resources. Service operations and strategy research have strongly highlighted the importance of possessing flexibility in order to face the uncertainty derived from the interaction with the external environment (Tansik and Chase 1988, Eisenhardt and Tabrizi 1995, Brown and Eisenhardt 1998, Frei et al. 1999, Menor et al. 2001, Frei 2006). An important component of the ability of service rms to adapt to …
Essays On Retail Store Delivery System Design Strategies, Ted Shockley
Essays On Retail Store Delivery System Design Strategies, Ted Shockley
All Dissertations
This research develops and empirically tests multiple theory-based models of retail store design strategies. Specifically, we examine the impact that different `bricks and mortar' (store channel) service delivery system design strategies have on merchandise retailer effectiveness; which we measure in terms of satisfaction, operating, and financial performance. We draw our theory from a multidisciplinary literature base in the areas of organizational design, service marketing and operations strategy, retail management, and analyses of capital markets. The aim is to provide insights for advancing service operations research and to offer retail store managers and designers a method to weigh the tradeoffs associated …