Now showing items 1-16 of 16

  • Analysing the Role of BPM in Driving Customer Satisfaction 

    Kumar, Vikas; Smart, Andi; Maull, Roger S.; Maddern, Harry (2007-06-14)
    Achieving high levels of customer satisfaction is a core issue for any business. This paper presents the results of an empirical analysis, based on longitudinal data from a large UK bank on drivers of customer satisfaction. ...
  • Customer satisfaction and service quality in UK financial services 

    Maddern, Harry; Maull, Roger S.; Smart, Andi; Baker, Paul (Emerald, 2007)
    This paper reports the results of a longitudinal study into the drivers of customer satisfaction in a large UK Bank. The findings confirm the significance of staff satisfaction and service quality, suggested by the service ...
  • An evaluation of 'fast track' in AE: a discrete event simulation approach 

    Maull, Roger S.; Smart, Andi; Harris, A.; Karasneh, A. Al-Fatah (Routledge, 2009)
    This longitudinal study provides primary evidence on the impact that a fast-track strategy in a hospital Emergency Department has on patient wait time. The study uses a discrete event simulation model to predict output ...
  • Four archetypes of process improvement: a Q-methodological study 

    Ponsignon, Frédéric; Maull, Roger S.; Smart, Andi (Taylor & Francis, 2014)
    This paper explores the process improvement approaches of organisations. It seeks to identify process redesign principles and the combinations of these principles that are used successfully in industry. We use Q-methodology ...
  • An integrated approach towards revenue management 

    Ng, Irene C. L.; Maull, Roger S.; Godsiff, Philip (Palgrave, 2008-06)
    This paper argues that advanced demand exhibit three characteristics — that of being probabilistic, stochastic and deterministic. Deterministic demand results in revenue management practices being cross-functional. The ...
  • Measuring business process management in UK financial services 

    Maddern, Harry; Maull, Roger S. (University of Exeter Business School, 2003)
    There is a growing interest in the nature and significance of business processes both within the business community and in management research. For many researchers, process has evolved from its re-engineering origins to ...
  • Operationalising and managing variety 

    Maull, Roger S.; Godsiff, Philip (University of Exeter Business School, 2011)
    To extend the conceptual model of a service system presented by Godsiff. (Godsiff, 2010). The model based on Ashby‟s Law of Requisite Variety (1964) suggests a number of possible sources of variety including, the value ...
  • Outcome-based contracts as a driver for systems thinking and service-dominant logic in service science: evidence from the defence industry 

    Ng, Irene C. L.; Maull, Roger S.; Yip, Nick (Elsevier, 2009-12)
    Two outcome-based defence contracts are studied in the attempt to better understand the provision of services in maintenance, repair and overhaul (MRO) environment that is contracted on the outcome of the equipment, rather ...
  • Process design principles in service firms: Universal or context dependent? A literature review and new research directions 

    Ponsignon, Frédéric; Smart, Andi; Maull, Roger S. (Routledge/Taylor and Francis, 2012)
    The aim of this article is to assess whether process design principles derived from best practices are universally applicable to service organisations or context dependent. This is achieved through a comprehensive review ...
  • 'Second Generation' process thinking: a case study from UK financial services 

    Maddern, Harry; Maull, Roger S. (University of Exeter Business School, 2003)
    This paper traces the emergence of 'second generation' process thinking in a large UK Bank. In common with many companies, the bank had vigorously embraced the BPR revolution in the early 1990s, only to find the targeted ...
  • Service delivery system design: characteristics and contingencies 

    Ponsignon, Frédéric; Smart, Andi; Maull, Roger S. (Emerald, 2011)
    Purpose: The aim of this paper is to explore and empirically investigate the characteristics and contingencies of service delivery system design. Design/methodology/approach: Informed by the service strategy triad, a ...
  • Service delivery systems: the transformational context 

    Ponsignon, Frédéric; Smart, Andi; Maull, Roger S. (2007)
    This paper suggests that many of the works found within the services literature require reappraisal to ensure their relevance and utility in a radically changing business landscape. Approaching inquiry from a General Systems ...
  • Servitization and operations management: a service-dominant logic approach 

    Smith, Laura; Maull, Roger S.; Ng, Irene C. L. (Emerald, 2011)
    The purpose of this paper is to provide further insight into operations management of the P-S transition, known as servitization, and the resulting PSS offerings. In our exploration of the dynamics of the product-service ...
  • The systemic perspective of service processes: underlying theory, architecture and approach, 

    Batista, Luciano; Smart, Andi; Maull, Roger S. (Routledge/Taylor & Francis, 2008)
    As competition in the service industry grows, delivering high-quality service to meet customers’ needs and expectations becomes paramount. In order to achieve a thorough understanding of customers, companies are increasingly ...
  • The three value cycles of equipment-based service 

    Smith, Laura; Ng, Irene C. L.; Maull, Roger S. (Routledge/Taylor & Francis, 2012-02-24)
    This paper contributes to the emerging discipline of service science through an investigation of value and value in use in an empirical setting. The starting point for our research is that service science is an interdisciplinary ...
  • Understanding business process management: implications for theory and practice 

    Smart, Andi; Maddern, Harry; Maull, Roger S. (Wiley-Blackwell, 2009-12)
    This paper presents an empirically validated framework of business process management (BPM) to enable the pursuit of BPM theory. Phase 1 of the research focused on the development of an initial framework of BPM, derived ...