Purpose–This paper seeks to review the current literature in order to explore how
performance of leadership in project management determines project outcomes. The …

This paper offers insights regarding an agenda for service operations management (SOM)
research. First, we motivate the need for an SOM research agenda. Second, we offer a …

Service innovation is intertwined with service design, and knowledge from both fields should
be integrated to advance theoretical and normative insights. However, studies bridging …

The management of new service development (NSD) has become an important competitive
concern in many service industries. However, NSD remains among the least studied and …

Purpose The purpose of this paper is to investigate the pros and cons of service
standardization (vs customization) from the consumer's perspective, the key factors …

This paper explores the customer experience paradigm as it pertains to service operations
strategy and design. First, we operationally define and discuss the concept of customer …

Advances in Internet technologies have led to the popularity of technology-based self-
services, with the design of such services becoming increasingly important. Using …

Achieving societal climate goals requires rapid reductions in greenhouse gas (GHG)
emissions from transportation. Recent efforts by policymakers have focused on increasing …

Purpose This research aims to adopt competitiveness theory to analyse the effects of
leadership competencies on the competitiveness of small and medium-sized enterprises …

The role of national culture interactions is important in operations management and supply
chain management decisions. Yet, cross‐cultural research in this field is limited. Our goal in …