Flexibility and technology in services: A conceptual model

International Journal of Operations and Production Management

Volumn 17, Issue 1, 1997, Pages 29-45

  Harvey, Jean ^a   Lefebvre, Louis A ^b   Lefebvre, Elizabeth ^b  

^a UNIVERSITÉ DU QUÉBEC À MONTRÉAL   (Canada)

^b ÉCOLE POLYTECHNIQUE DE MONTRÉAL   (Canada)

Author keywords

Banking industry; Information technology; Manufacturing; Response flexibility; Service; Variants

Indexed keywords

EID: 3543086298     PISSN: 01443577     EISSN: None     Source Type: Journal    
DOI: 10.1108/01443579710157970     Document Type: Review

References (45)

1. Heskett, J.L, Sasser, W.E. and Hart, C.W.L, Service Breakthrough, The Free Press, New York, NY, 1990.
2. Sasser, W.E. and Fulmer, W.E., "Creating personalized service delivery systems", in Bowen, D.E., Chase, R.B. and Cummings, T.G. (Eds), Service Management Effectiveness, Jossey-Bass, San Francisco, CA, 1990, pp. 213-33.
3. Upton, D.M., "The management of manufacturing flexibility", California Management Review, Vol. 36 No. 2, 1994, pp. 88-104.
4. Gupta, Y.P. and Goyal, S., "Flexibility of manufacturing systems: concepts and measurements", European Journal of Operations Research, Vol. 43 No. 2, 1989, pp. 119-35.
5. Gerwin, D., "Manufacturing flexibility: a strategic perspective", Management Science, Vol. 39 No. 4, April 1993, pp. 395-410.
6. Slack, N. and Correa, H., "The flexibilities of push and pull", International Journal of Operations & Production Management, Vol. 12 No. 4, pp. 82-92.
7. Duimering, P.R., Safayeni, F. and Purdy, L., "Integrated manufacturing: redesign the organization before implementing flexible technology", Sloan Management Review, Summer 1993, pp. 47-56.
8. Vandermerwe, S., "The power is in the service because the value is in the result", in Lovelock, C.H. (Ed.), Managing Services, 2 nd ed., Prentice-Hall, Englewood Cliffs, NJ, 1992, pp. 298-309.
9. "The other Mile-High Club", Economist, 24 September 1994, p. 72.
10. Campbell, A.J. and Verbeke, A., "The globalization of service multinationals", Long Range Planning, Vol. 27 No. 2, pp. 95-102.
11. Hammer, M. and Champy, J., Reengineering the Corporation, Harper Business, New York, NY, 1993.
12. Davenport, T.H., Process Innovation, Harvard Business School Press, Boston, MA, 1993.
13. Hill, T., Manufacturing Strategy, 2 nd ed., Irwin, Homewood, IL, 1994.
14. Armistead, C.G., "Customer service and operations management in service business", The Services Industries Journal, Vol. 9 No. 2, pp. 247-60.
15. Skinner, W., Manufacturing: The Formidable Competitive Weapon, John Wiley, New York, NY, 1985.
16. Huete, L.M. and Roth, A.V., "The industrialization and span of retail banks' delivery systems", International Journal of Operations & Production Management, Vol. 8 No. 3, 1988, pp. 46-66.
17. Shostack, G. L., "Service positioning through structural change", in Bateson, J.E.G. (Ed.), Managing Services Marketing, 2 nd ed., The Dryden Press, Fort Worth, TX, 1992, pp. 213-26.
18. Schneider, B. and Bowen, D.E., Winning the Service Game, Harvard Business School Press, Boston, MA, 1995.
19. Normann, R., Service Management, John Wiley, New York, NY, 1991.
20. Clark, K.B. and Wheelwright, S.C., Managing New Product and Process Development, The Free Press, New York, NY, 1993.
21. Bounds, G., Yorks, L., Adams, M. and Ranney, G., Beyond Total Quality Management: Toward the Emerging Paradigm, McGraw-Hill, New York, NY, 1994.
22. Bowen, D.E. and Lawler, E.E., "The empowerment of service worker: what, why, how, and when?", Sloan Management Review, Spring 1992, pp. 31-9.
23. Quinn, J.B., Intelligent Enterprise, The Free Press, New York, NY, 1992.
24. Schlesinger, L.A. and Heskett, J.L., "The service-driven service company", Harvard Business Review, September-October 1991, pp. 71-81.
25. Grant, R.M., Shani, R. and Krishnan, R., "TQM's challenge to management theory and practice", loan Management Review, Winter 1994, pp. 25-35.
26. Harvey, J. and Filiatrault, P., "Service delivery processes: new technology and design", International Journal of Bank Marketing, Vol. 9 No. 1, 1991, pp. 25-32.
27. Lovelock, C.H. (Ed.), Services Marketing, 3rd ed., Prentice-Hall, Englewood Cliffs, NJ, 1996.
28. Harvey, J., Lefebvre, L. and Lefebvre, E., "Technology and the creation of value in services", Technovation, Vol. 13 No. 8, 1993, pp. 481-95.
29. Hall, J.V., "Introducing flexibility into maintenance", AT&T Technology, Vol. 3 No. 1, pp. 16-21.
30. Anderson, J.C. and Narus, J.A.,"Capturing the value of supplementary services", Harvard Business Review, January-February 1995, pp. 75-83.
31. Berry, L.L. and Cooper, L.R., "Competing with time-saving services", in Lovelock, C.H. (Ed.), Managing Services, 2 nd ed., Prentice-Hall, Englewood Cliffs, NJ, 1992, pp. 169-75.
32. Chapman, P.T., "Flexible deployment: making decisions that optimize service and costs", Journal of Business Strategy, Vol. 13 No. 4, 1992, pp. 59-64.
33. Drucker, P., "The new productivity challenge", Harvard Business Review, November- December 1991, pp. 69-79.
34. Collins, R.S. and Schmenner, R., "Achieving rigid flexibility: factory focus for the 1990s", European Management Journal, Vol. 11 No. 4, 1993, pp. 443-7.
35. Tober, P.A., "The emerging flexible workplace", Compensation & Benefits Review, Vol. 20 No. 1, 1988, pp. 70-74.
36. Smith, V., "Institutionalizing flexibility in a service firms", Work and Occupations, Vol. 21 No. 3, 1994. pp. 284-307.
37. Teal, T., "Service comes first: an interview with USAA's Robert F. McDermott", Harvard Business Review, September-October 1991, pp. 117-27.
38. Godish, J.G., "Householding technology yields results, flexibility", Bank Marketing, Vol. 24 No. 2, 1992, pp. 17-19.
39. Grönroos, C., Strategic Management and Marketing in the Service Sector, Svenska Handelshögskolan, Helsinki, 1982.
40. OECD, New Technologies in the 1990s: A Socio-economic Strategy, Report of a group of experts on the social aspects of new technologies, OECD, Paris, 1988.
41. Garfield, S., "The delivery of medical care", Scientific American, Vol. 22 No. 4, 1970, pp. 222-34.
42. Van Eck-van Peet, R., Broekhuis, M and Cruisen, M.J.J., "Problems of quality management in the professional services", International Journal of Quality & Reliability Management, Vol. 9 No. 7, pp. 23-36.
43. Michaelides, S.G., "A new service orientation", Restaurant Hospitality, Vol. 72 No. 10, 1988, pp. 106-18.
44. Pine, B.J., Mass Customization, Harvard Business School Press, Boston, MA, 1993.
45. Brignal, T.J., Fitzgerald, L., Johnson, R. and Silvestro, R., "Performance measurement in service business", Management Accounting, November 1991, pp. 34-6.