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Purpose-The purpose of this paper is to explore the relationship between firm service characteristics and customer satisfaction as moderated by firm competitive strategy. Specifically, this research utilizes Porter's depiction of generic competitive strategy to explain the strength of the relationship between a service's particular servicescape choices and customer satisfaction. Design/methodology/approach-The empirical data for this research were obtained from 1,287 customers of ten service organizations representing three industry segments. Multiple regression analysis is utilized to test three hypotheses that propose firm competitive strategy moderates the strength of the relationship between service characteristics and customer satisfaction. Findings-The results support the assertion that firm competitive strategy has an impact on the strength of the relationship between customer satisfaction and servicescape characteristics. Of note, these findings indicate that the payoff for investment in physical surroundings differs depending on firm competitive strategy. Practical implications-The results point to the importance of aligning firm strategy and operational decisions when seeking to maximize customer satisfaction. Decision makers benefit from understanding how strategy matters in service operational choices. Originality/value-The paper makes connections across academic disciplines to highlight the importance of linking firm competitive strategy with service operation choices to enhance customer satisfaction. The model developed here, supported with empirical results, provides insights for both researchers and practitioners regarding the value of investment in service-related activities.

PurposeThis paper aims to point to established theory bases from other disciplines that may be used to illustrate the benefits, complexities and risks accompanying the adoption of radio‐frequency identification (RFID) technology.Design/methodology/approachThree theory streams are explored with respect to RFID adoption at two levels: the level of the tagged unit; and the level of the adopting firm. Each theory stream is evaluated specifically with respect to RFID, and research questions are proposed.FindingsA variety of theoretical disciplines bring to light tension between uncertainty that spurs RFID adoption and uncertainty that accompanies RFID adoption.Practical implicationsInsights are provided for managers wrestling with: the question of whether and/or how to adopt RFID; or concerns regarding the implications of their decision to adopt RFID. In addition, the theory bases explored in this research offer guidance regarding risks that accompany RFID adoption but are not commonly considered.Originality/valueFor those contemplating adoption of, or research into, RFID technology, the paper offers a detailed synthesis of valuable theory streams, as well as promising research questions.

Drawing on multiple sources, we identify technological, global and workforce trends that will affect the formulation and implementation of manufacturing strategy in the next decade. We then describe several theories from economics, sociology, and psychology and show how they can be used to enrich our interpretations of the effects of these trends. Throughout, we offer suggestions for future research in manufacturing strategy.