Farhad Shafti

TL;DR: In this article, it is argued that whilst operational and support processes deliver performance presently, it is the managerial processes that sustain performance over time, and it is these processes that influence organisational performance.

TL;DR: A systematic approach to the literature review covering business process and strategic management fields concludes that managerial processes are critical for sustaining and developing competitive advantage, but our understanding as to what they are, their contents and how they function is limited.

TL;DR: In this article, the authors present key results of a research project on the application of service dimensions and classifications, to study differences between productivity management challenges across 12 important service sectors in the UK.

TL;DR: In this article, the authors explore the role of customer loyalty as a managerial tool in the context of hospitality micro-enterprises (HMEs) and explore the importance of loyalty to owner-managers, and their role in generating the antecedents of loyalty.

TL;DR: In this paper, the authors highlight the impact of service science as a co-producer of service productivity and find from the case studies that human factors play an extremely important role in improving service productivity.