Few months ago, people were shopping in the high street, going into the stores to browse for their items. What used to be a normal shopping trip suddenly became a luxury! In March, COVID-19 turned into a pandemic, leaving governments with a single option: Lockdown. This decision couldn’t get any worse for high street retailersRead more
The current COVID-19 crisis is a disruptive event that raises important questions regarding healthcare responsiveness during untenable events. Centre for Service Management (CSM) former PhD representative, SBE alumnus and CSM affiliate member, Dr Higor Leite, from Federal University of Technology Paraná in Brazil invited us to join him to investigate the impact of telemedicine andRead more
Dr Sahar Mousavi’s academic research on online communities has recently been the focus of a blog post she co-authored for HSO.com about the importance of considering both active and non-interactive members in managing successful engagement communities. “Online communities are becoming more commonplace,” Dr Mousavi explains, “and understanding how different members behave and prefer to interactRead more
by Dr James M Crick What is coopetition? It is not uncommon for small businesses to struggle to compete within their markets, as they often possess an insufficient volume of resources and capabilities. With ever-changing customer preferences, fierce competition, and technological developments, one must ask the question – how can small entities survive and growRead more
Over the years, academics and practitioners have been heavily debating the understanding of holistic measures such as customer experience. Whilst practitioners argue that academics complicate these measures; academics, on the other hand, think the industry is not handling such measures correctly. Let’s take a second to understand this debate below: How many times in aRead more
This Blog post was written by Majd AbedRabbo. Let me begin by asking you a simple question: would you rather have bought a lower quality shirt from a lovely salesperson or a higher quality shirt from a rude one? Most of you would have probably chosen the former due to the positive experience you had.Read more
This Blog post was written by Dr Silvia Masiero. The link between the diffusion of information and communication technologies (ICTs) and women’s empowerment, with particular reference to developing country contexts, is being leveraged in the formulation of global development policies. The World Development Report 2016 states that ICTs allow women to participate more easily inRead more
In a time of constrained public spending in the UK, there is a greater emphasis among public service organisations (PSOs) to use methods such as continuous improvement to use public resources wisely, and to provide value for money to service users and customers. Continuous improvement is a process by which all staff within an organisationRead more
The concept of an operating model has come to the fore in operations management research in the last five years. Much of the available material about operating model is published by consultancies and there has been little academic focus on the definition of an operating model. In the recently published paper, Operating Model: An ExplorationRead more
According to the UN’s New Sustainable Development Agenda, state-level anti-poverty programmes are a core building block of global strategies for poverty alleviation. The notion of anti-poverty programmes encompasses all the schemes protecting the poor and vulnerable from food insecurity, lack of sustainable livelihoods, and all the problems that income poverty entails. These programmes take differentRead more