Search results for "Service management"
showing 10 items of 23 documents
Using the ITIL Process Reference Model for Realizing IT Governance: An Empirical Investigation
2014
Information Technology Infrastructure Library ITIL is a popular framework for IT governance, but little academic research on ITIL exists. The authors investigate the overlap between ITIL and IT governance practices to illustrate ITIL's potential to stimulate IT governance. A field study shows that IT implementation success is particularly influenced by group efficacy and organizational resources, and, to a lesser extent, senior-management involvement. Findings show that ITIL, as expected, is a framework that contributes to IT governance by stimulating process management practices.
Service firm capabilities and performance: Contingent analysis of customer contact
2015
Abstract From the competence-based view, this study contributes to understanding how service firm capabilities affect firm performance. The study examines managerial capabilities, organizational capabilities, marketing capabilities, and service quality capabilities. This study investigates whether interaction between these capabilities and their contribution to firm performance differ depending on the service's customer-contact level. To do so, the study analyzes data from a sample of Spanish service firms. Results show that managerial and organizational capabilities strengthen service quality and marketing capabilities. In addition, service quality and marketing capabilities significantly …
Understanding the Dynamic Effect of Contracting Out on the Delivery of Local Public Services
2015
Máñez J., Pérez-López G., Prior D. and Zafra-Gómez J. L. Understanding the dynamic effect of contracting out on the delivery of local public services, Regional Studies. Contracting out is a mechanism through which the delivery of public services can be made more efficient. However, the process has yielded conflicting results. This paper presents a dynamic, mixed approach, incorporating an intertemporal frontier and a matching technique, to measure the short- and long-term effects of the implementation of contracting out on the efficiency of local public service delivery. The study demonstrates the existence of temporary inefficiency arising from the change in service management when contrac…
Cyclic Dynamic Evaluation of Logistics Services Stakeholders Based on System with OFN Model
2021
The challenge for enterprises and supply chains is to deliver successful logistics services in compliance with their aims. Logistics services are affected by many stakeholders. Recognizing their impact on the undertaken services is important for the planning and execution of a sufficiently rigorous stakeholder management process. The aim of the paper is to present a new approach to the analysis of stakeholders - cyclic dynamic evaluation, which could be used in service management, such as in logistics services. We present a novel fuzzy inference system based on the mathematical apparatus of Ordered Fuzzy Numbers (OFNs). The evaluation of stakeholders consists in assessing key factors as - f…
Strategising IT service management through ITIL implementation: model and empirical test
2015
Research on the Information Technology Infrastructure Library (ITIL) lacks appropriate theories and models that capture the distinct characteristics and implications of the ITIL implementation practice. The purpose of this study is to close this gap. Based on a literature review, we develop and empirically validate a theoretical model: the ITIL Implementation Project Model. The model includes significant antecedents, which provide a foundation upon which an effective ITIL implementation project can be built, as well as the pertinent effects of implementing ITIL. The results contribute to the current research stream on the strategising of IT service management as well as to an improved under…
Exploring museum marketing performance: a case study from Italy
2010
The public funding of museums should be linked to performance results in order to reward institutions that are more efficient. Performance measurement tools rely heavily on figures based on visitors numbers and tickets sold. In this paper an indicator is proposed, called PMMP (Performance of Museum as a Marketing Product) consisting of 4 dimensions derived from the four P’s of marketing. The tool is applied to two art and archaeology museums, one private and one public used as case studies in this exploratory phase. Publicly managed facilities could be proving inefficient in performing high levels of marketing performance, thus reducing visitors numbers. The subsequent revenues decrease mak…
SAP FSM integrācija ar SAP ECC
2022
Tehnoloģiju videi un iespējām attīstoties, uzņēmumu informācijas sistēmu ainavas kļūst aizvien neviendabīgākas un sastāv gan no lokālām, gan mākonī bāzētam sistēmām, līdz ar to ir neizbēgami, ka integrāciju temats kļūst vēl jo vairāk aktuāls, lai nodrošinātu efektīvu un vienotu datu izmantošanu starp sistēmām gan efektivitātes, gan integritātes nolūkos. Zīmīgs piemērs iepriekš minētajai situācijai ir uzņēmumi, kuri saskaras ar nepieciešamību kopīgot datus starp SAP ECC (SAP ERP Central Component) un SAP FSM (SAP Field Service Management) sistēmām, kas ir šī darba temats. Darba mērķis ir izpētīt un aprakstīt integrāciju izstrādes iespējas starp abām sistēmām, izmantojot SAP Integration Suite…
The modes of supply net management: a capability view
2007
Purpose – The purpose of this paper is to identify the key capabilities required in supply net management.Design/methodology/approach – Uses the Management Capability Framework to break down supply net management into different modes and identify capabilities required in them.Findings – Reveals that the supply activity of companies increasingly takes place in intentionally developed strategic networks called supply nets. These networks pose distinctive challenges for supply chain management. Identifies four diverse but simultaneously extant modes of management in the supply net context, and discusses the key managerial capabilities in each mode.Originality/value – Provides a conceptual fram…
Simulation analysis of cold chain performance based on time–temperature data
2011
Perishable goods are a fundamental source of revenue for the retail sector; their management, however, constitutes a severe challenge for retailers and supply chain partners. A significant cost in particular is the fraction of products perished through the supply chain, which also constitutes an ethical and environmental concern. Supply chain organisation and operative characteristics have a significant influence on this matter, as in fact ensuring suitable temperature conditions for the stock-keeping units throughout the supply chain is mandatory for perishable products. Recent developments in sensing and communication technologies allow detailed monitoring and control of cold chain; howev…
From Embodied to Disembodied Professionalism? Discussing the Implications of Medico-Managerial Management in Welfare Service Work
2013
Welfare service work is traditionally understood to comprise embodied, situational and social practices of care that are central to a worker’s professional self-image. Over the past few decades, public management reforms have called for reassessment of welfare service workers’ professional accountability through practices of medico-managerial service management. These practices promote the production of transparency and accountability in welfare services work through checking-based trust and disembodied professional practices. This article argues that the changes in the nature of trust toward welfare service professionals have implications for care work cultures and workers’ professional ag…