Basics of qualitative research: Grounded theory procedures and techniques

According to W. Edwards Deming, American companies require nothing less than a transformation of management style and of governmental relations with industry. In Out of the Crisis, originally published in 1982, Deming offers a theory of management based on his famous 14 Points for Management. Management's failure to plan for the future, he claims, brings about loss of market, which brings about loss of jobs. Management must be judged not only by the quarterly dividend, but by innovative plans to stay in business, protect investment, ensure future dividends, and provide more jobs through improved product and service. In simple, direct language, he explains the principles of management transformation and how to apply them.

Out of the Crisis

https://www.rug.nl/staff/p.c.verhoef/jr_customer_experience.pdf

Customer Experience Creation: Determinants, Dynamics and Management Strategies

eTailQ: dimensionalizing, measuring and predicting etail quality

Quasi-experimentation - design and analysis issues for field settings - cook,td, campbell,dt

This paper reviews the use of case study research in operations management for theory development and testing. It draws on the literature on case research in a number of disciplines and uses examples drawn from operations management research. It provides guidelines and a roadmap for operations management researchers wishing to design, develop and conduct case‐based research.

Case research in operations management

A review of techniques for treating missing data in OM survey research

This article investigates the link between culture and Web site quality expectations. Web site quality is measured through a recently developed instrument (WEBQUAL), whereas culture is measured through Hofstede’s cultural dimensions. The analysis reveals that two cultural dimensions (masculinity and long-term orientation) are associated with higher Web site quality expectations. The findings have important managerial implications for globalization of e-services.

Does Culture Influence Web Site Quality Expectations? An Empirical Study

Although the service management field has developed and put forward new concepts, we have historically done a less effective job validating these concepts after their introduction. Given this issue...

A Technology Readiness-Based Taxonomy of Customers A Replication and Extension

In the extensive literature on learning curves, scholars have ignored outcome measures of organizational performance evaluated by customers. We explore whether customer dissatisfaction follows a learning-curve pattern. Do organizations learn to reduce customer dissatisfaction? Customer dissatisfaction occurs when customers ex ante expectations about a product or service exceed ex post perceptions about the product or service. Because customers can increase expectations over time, customer dissatisfaction may not decline even when the product or service improves. Consequently, it is an open question whether customer dissatisfaction follows a learning-curve pattern. Drawing from the literatures on learning curves and organizational learning, we hypothesize that customer dissatisfaction follows a U-shaped function of operating experience (Hypothesis 1), that focused airlines learn faster to reduce customer dissatisfaction than full-service airlines (Hypothesis 2), and that organizational learning curves for customer dissatisfaction are heterogeneous across airlines (Hypothesis 3). We test these hypotheses with quarterly data covering 1987 to 1998 on consumer complaints against the 10 largest U.S. airlines. We find strong support for Hypothesis 1 and Hypothesis 3. Hypothesis 2 is not supported in the sense that the average focused airline did not learn faster than the average full-service airline. However, we do find that the best focused airline learns faster than the best full-service airline. We explore this result by extending a knowledge-based view of managing productivity learning curves in factories to complaint learning curves in airlines.

Nikos Tsikriktsis

Papers

Case research in operations management

A review of techniques for treating missing data in OM survey research

Does Culture Influence Web Site Quality Expectations? An Empirical Study

A Technology Readiness-Based Taxonomy of Customers A Replication and Extension

Organizational Learning Curves for Customer Dissatisfaction: Heterogeneity Across Airlines