Excellence-market orientation link: some consequences for service firms

Article Abstract:

The LISREL analysis was used to examine the possible interrelationships among four constructs composed of market orientation, excellence, management of expectations and service reliability. A model of their relationship to business performance is evaluated using data taken from a sample of larger service firms in the UK. Results did not provide any supporting evidence for a direct link between business performance and the four constructs.

Business success

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New service development through the lens of organizational learning: Evidence from longitudinal case studies

Article Abstract:

The interest and limitations of an organizational learning (OL) model are examined for better understanding the new service development process. The opportunity to use Crossan et al.'s 4I multilevel learning model in studying new service development process is discussed, based on the literature linking new service development and OL.

Organizational learning

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Service productivity towards a conceptualization of the transformation of inputs into economic results in services

Article Abstract:

The requirements for the development of a productivity concept for service operations are analyzed. Service productivity as a learning experience and directions for developing measurement models for service productivity is discussed.

Finland, Methods, Productivity accounting

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