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Now showing items 1-9 of 9

  • 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, P. (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 ...
  • 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 ...
  • 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 ...
  • 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 ...
  • 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 ...