Defining the scope of service operations management: an investigation on the factors that affect the span of responsibility of the operations department in service companies

Belvedere, Valeria

doi:10.1080/09537287.2012.705353

Cited by 9 publications

(6 citation statements)

References 48 publications

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“…Innovation is a compelling theme in operations management with strong associations with growth, prosperity, and the survival of the firm (Hamel 2006). It is one of the best ways for a company to reach its performance objectives (Robert et al 2019) especially for service companies that typically lack an in-depth understanding of the practices that can be implemented to improve their operations' efficiency (Belvedere 2014). Innovation for the professional service sector is the entrance of new technological tools, the effective management of employees, and the transformation of employees' knowledge into services (Clegg, Balthu, and Morris 2020;Bourke, Roper, and Love 2020).…”

Section: Legal Service Innovationmentioning

confidence: 99%

Barriers and opportunities to innovation for legal service firms: a thematic analysis-based contextualization

Michalakopoulou

Bamford

Reid

et al. 2021

Production Planning & Control

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The paper discusses innovation within the traditionally conservative legal sector as a diverse service improvement mechanism that models positive firm change. A resource-based view and practice-based view blend provided a systematic theoretical benchmark for the study. Fifty-three semi-structured interviews were conducted with law professionals from seven countries capturing their day-to-day work experiences and identifying the barriers that hinder and the opportunities that support innovation adoption in legal firms today. A data-intensive thematic analysis uncovers six core themes: human factor and culture, client and market, technology, organizational transitions, legal processes, and education. The paper contributes to the state of art by (i) contextualizing each of these themes and their diverse underpinning dimensions; (ii) developing an evidence-based conceptual framework that critically assesses legal innovation uptake barriers and opportunities; and (iii) advancing the theoretical and empirical understanding of law service operations demonstrating the rationale for legal firms to invest in technology, multidisciplinary education, and training, and to adopt leaner, hybrid and more client-driven management approaches.

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Section: Legal Service Innovationmentioning

confidence: 99%

Barriers and opportunities to innovation for legal service firms: a thematic analysis-based contextualization

Michalakopoulou

Bamford

Reid

et al. 2021

Production Planning & Control

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“…• H1d: Store display has a significant positive impact on customer behaviour Service operations and convenience factors such as access, transaction, and benefit play a considerable role in customers' perceptions about the retail outlet (Belvedere 2014;Nguyen et al 2012). These studies emphasise the importance of convenience both in western and eastern contexts to attract and retain customers.…”

Section: Service Operations Attributesmentioning

confidence: 99%

Impact of customer loyalty and service operations on customer behaviour and firm performance: empirical evidence from UK retail sector

Ramanathan

Subramanian

et al. 2017

Production Planning & Control

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Retail networks are striving to achieve competitive advantage by increasing value through loyalty and efficiency with a focus on service operations. As sales promotions have become an integral part of the retail supply chain planning, customer behavioural aspects based on loyalty and service operations have been challenged greatly. Subsequently, management capabilities, such as planning and timely replenishment, have become complicated tasks for many retail store managers. This study develops a model integrating retail network value and efficiencies with customer behaviour and performance. We validate the model using survey data from prominent UK retail store customers. Our data analysis shows that both loyalty and service operation attributes have positive significant impact on customer behaviour while the service operation mediates the relationship between loyalty and customer behaviour. This result gives a new outlook to build managerial capability based on customer loyalty and service operations. Our results specifically show that the service operation attributes will indirectly influence the customers' buying behaviour even in the presence of loyalty attribute such as promotion schemes. This result sends a strong signal to retail supply chain managers to offer customized promotions considering local community rather than having uniform sales promotion nationwide.

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“…Valutare le performance degli approvvigionamenti rispetto agli outcome e drivers è inoltre coerente con la letteratura sul performance measurement nelle aziende di servizi. La funzione approvvigionamenti, di fatto, eroga un servizio a numerosi clienti interni e, in tale prospettiva, la distinzione sopra riportata tra drivers e outcomes appare coerente con il PMS proposto per le aziende di servizi da Fitzgerald et al (1991), che classifica le misure in results e determinants, ritenendo tale approccio più coerente con le specificità dei processi di erogazione di servizi (Belvedere, 2014;Brignall e Ballantine, 1996;Silvestro et al, 1992).…”

Section: La Misura Delle Performance Negli Approvvigionamentiunclassified

L’impiego del EFQM business excellence model nella misura delle performance degli approvvigionamenti. Uno studio quantitativo

Belvedere¹,

Grando²,

Legenvre³

2018

Sinergie Italian Journal of Management

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Obiettivo del paper: Il presente lavoro si pone l' obiettivo di testare uno strumento di self-assessment ispirato all'EFQM Business Excellence Model e sviluppato per supportare le aziende nel miglioramento continuo dei loro processi di approvvigionamento.Metodologia: Attraverso un' analisi quantitativa condotta su un campione di 118 aziende, estratte da un database che raccoglie gli esiti di un processo di self-assessment delle funzioni approvvigionamenti di aziende multinazionali, è stata condotta prima una exploratory factor analysis, seguita da una una path analysis.Risultati: l' articolo dimostra come il sistema di enablers e results che caratterizza l'EFQM Business Excellence Model possa costituire un valido riferimento per la valutazione del grado di maturità degli enti preposti alla gestione dei processi di sourcing e per guidare il complesso di azioni che possono condurre ad un miglioramento delle performance negli approvvigionamenti.Limiti della ricerca: lo strumento di self-assessment adottato in questo studio è basato sull'uso di grandezze misurate su scale di Likert. In prospettiva, è auspicabile intraprendere ulteriori indagini empiriche per verificare l' efficacia del modello anche attraverso indicatori quantitativi.Implicazioni pratiche: Il modello proposto si dimostra un efficace strumento per evidenziare il contributo della funzione approvvigionamenti al conseguimento dei risultati aziendali. Inoltre l'impiego di strumenti di self-assessment può facilitare progetti di benchmarking interni ed esterni.Originalità del paper: il principale elemento di originalità del lavoro consiste nel fatto di applicare una metodologia, consolidata nei contesti di quality management, nei processi di approvvigionamento, area nella quale il dibattito sui sistemi di misura delle performance appare rilevante per la crescente rilevanza della funzione.

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Defining the scope of service operations management: an investigation on the factors that affect the span of responsibility of the operations department in service companies

Cited by 9 publications

References 48 publications

Barriers and opportunities to innovation for legal service firms: a thematic analysis-based contextualization

Barriers and opportunities to innovation for legal service firms: a thematic analysis-based contextualization

Impact of customer loyalty and service operations on customer behaviour and firm performance: empirical evidence from UK retail sector

L’impiego del EFQM business excellence model nella misura delle performance degli approvvigionamenti. Uno studio quantitativo

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