Allinson, R. E. (2005). The Herald of Free Enterprise Disaster. In Saving Human Lives (Vol. 21, pp. 198–222). Springer Netherlands. https://doi.org/10.1007/1-4020-2980-2_9
Barratt, M. (2004). Understanding the meaning of collaboration in the supply chain. Supply Chain Management: An International Journal, 9(1), 30–42. https://doi.org/10.1108/13598540410517566
Blackburn, J. D. (2004). Reverse Supply Chains for Commercial Returns. California Management Review, 46(2). https://ezproxy.lib.gla.ac.uk/login?url=https://search.ebscohost.com/login.aspx?direct=true&db=buh&AN=12391589&site=ehost-live
Bowersox, D. (n.d.). Ten mega-trends that will revolutionize supply chain logistics. Journal of Business Logistics, 21(2), 1–15. https://ezproxy.lib.gla.ac.uk/login?url=https://search.ebscohost.com/login.aspx?direct=true&db=buh&AN=4315148&site=ehost-live
Christensen, C. M. (2013). The innovator’s dilemma: when new technologies cause great firms to fail: Vol. The management of innovation and change series. Harvard Business Review Press.
Christopher, M. (2011). Logistics & supply chain management: creating value-adding networks (4th ed) [Electronic resource]. Financial Times Prentice Hall. https://www.vlebooks.com/vleweb/product/openreader?id=GlasgowUni&isbn=9780273731139
Christopher, M., & Towill, D. (2001). An integrated model for the design of agile supply chains. International Journal of Physical Distribution & Logistics Management, 31(4), 235–246. https://doi.org/10.1108/09600030110394914
Cousins, P. & Chartered Institute of Purchasing & Supply. (2008). Strategic supply management: principles, theories and practice. Financial Times Prentice Hall.
Dale, B. G., Bamford, D. R., & Wiele, A. van der (Eds.). (2016). Managing quality: an essential guide and resource gateway (Sixth edition). John Wiley & Sons Ltd.
De Cock, C. (n.d.). TQM and BPR: beyond the beyond the myth. https://ezproxy.lib.gla.ac.uk/login?url=https://search.ebscohost.com/login.aspx?direct=true&db=buh&AN=9711165184&site=ehost-live
Ellram, L. (n.d.). Services supply management: the next frontier for organizational performance. https://ezproxy.lib.gla.ac.uk/login?url=https://search.ebscohost.com/login.aspx?direct=true&db=buh&AN=25995887&site=ehost-live
Filippini, R., Forza, C., & Vinelli, A. (1996). Improvement initiative paths in operations. Integrated Manufacturing Systems, 7(2), 67–76. https://doi.org/10.1108/09576069610111927
Flooding and capsize of ro-ro passenger ferry Herald of Free Enterprise with loss of 193 lives Marine Accident Investigation Branch report - GOV.UK. (n.d.). https://www.gov.uk/maib-reports/flooding-and-subsequent-capsize-of-ro-ro-passenger-ferry-herald-of-free-enterprise-off-the-port-of-zeebrugge-belgium-with-loss-of-193-lives
Ford, Robert C. (2001). Delivering Excellent Services: Lessons From the Best Firms. California Management Review, 44(1). https://ezproxy.lib.gla.ac.uk/login?url=https://search.ebscohost.com/login.aspx?direct=true&db=buh&AN=5746562&site=ehost-live
Garvin, D. A. (1984). Product Quality: An Important Strategic Weapon. Business Horizons, 27(3). https://ezproxy.lib.gla.ac.uk/login?url=https://search.ebscohost.com/login.aspx?direct=true&db=buh&AN=4528396&site=ehost-live
Goldratt, E. M., & Cox, J. (2004). The goal: a process of ongoing improvement (3rd rev. ed., 20th anniversary ed). North River Press.
Greasley, A. (2008). Operations management: Vol. SAGE course companions [Electronic resource]. SAGE. https://ezproxy.lib.gla.ac.uk/login?url=https://sk.sagepub.com/books/operations-management
Hammer, M. (n.d.). The 7 deadly sins of performance measurement  (and how to avoid them).
Harland, C. M., Lamming, R. C., Zheng, J., & Johnsen, T. E. (2001). A taxonomy of supply networks. The Journal of Supply Chain Management, 37(4), 21–27. https://doi.org/10.1111/j.1745-493X.2001.tb00109.x
Harrison, A., Hoek, R. I. van, & Skipworth, H. (2014). Logistics management and strategy: competing through the supply chain: Vol. Always Learning (Fifth edition). Pearson Education Limited.
Hill, A., & Hill, T. (2012). Operations management (3rd ed). Palgrave Macmillan.
Hines, P. (2000). Value stream management: strategy and excellence in the supply chain. Financial Times/Prentice Hall.
Huan, S. H., Sheoran, S. K., & Wang, G. (2004). A review and analysis of supply chain operations reference (SCOR) model. Supply Chain Management: An International Journal, 9(1), 23–29. https://doi.org/10.1108/13598540410517557
‘Innovation in experiential services – an experiential view’ in ‘Innovation in Service’, DTI Occasional Paper no 9. UK Department of Trade and Industry. (n.d.). http://webarchive.nationalarchives.gov.uk/20070603164510/http://www.dti.gov.uk/files/file39965.pdf
James B. Rice, Jr.,Yossi Sheffi. (2005). A supply chain view of the resilient enterprise. MIT Sloan Management Review, 47(1). https://ezproxy.lib.gla.ac.uk/login?url=https://go.galegroup.com/ps/i.do?id=GALE|A139260573&v=2.1&u=glasuni&it=r&p=AONE&sw=w&asid=ba814a2834609b7dc0aaf56cc8b202ab
Johnston, R., Clark, G., & Shulver, M. (2012). Service operations management: improving service delivery (4th ed). Pearson Education.
Krajewski, L. J., Ritzman, L. P., & Malhotra, M. K. (2013). Operations management: processes and supply chains (10th ed). Pearson Education.
Kraljic, P. (n.d.). Purchasing must become supply management.
Madu, C. N., & Madu, A. A. (2002). Dimensions of e‐quality. International Journal of Quality & Reliability Management, 19(3), 246–258. https://doi.org/10.1108/02656710210415668
Managing service inventory to improve performance: in service businesses as in others, work can be performed and stored in anticipation of demand. By wisely choosing what kind of inventory to hold, companies can improve quality, response times, customization and pricing. (n.d.). MIT Sloan Management Review, 47(1). https://ezproxy.lib.gla.ac.uk/login?url=https://go.galegroup.com/ps/i.do?id=GALE%7CA139260575&v=2.1&u=glasuni&it=r&p=AONE&sw=w&asid=c72940744c260dac2f5acc65860df8b5
Medori, D., & Steeple, D. (2000). A framework for auditing and enhancing performance measurement systems. International Journal of Operations & Production Management, 20(5), 520–533. https://doi.org/10.1108/01443570010318896
Neely, A. (2007). Business Performance Measurement: Unifying Theory and Integrating Practice (2nd ed). Cambridge University Press. https://ebookcentral.proquest.com/lib/gla/detail.action?docID=328900
New, S. (2003). Understanding supply chains: concepts, critiques, and futures. Oxford University Press.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985a). A Conceptual Model of Service Quality and Its Implications for Future Research. Journal of Marketing, 49(4). https://doi.org/10.2307/1251430
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985b). A Conceptual Model of Service Quality and Its Implications for Future Research. Journal of Marketing, 49(4). https://doi.org/10.2307/1251430
Pijnenburg, B., & Duin, M. J. (1990). The Zeebrugge ferry disaster. Contemporary Crises, 14(4), 321–349. https://doi.org/10.1007/BF00728504
Rosenberg, J. (n.d.). Five Myths About Customer Satisfaction. Quality Control, 29(12), 57–60. http://asq.org/qic/display-item/?item=13141
Slack, N., & Brandon-Jones, A. (2019a). Operations management (Ninth edition). Pearson. https://ebookcentral.proquest.com/lib/gla/detail.action?docID=5751937
Slack, N., & Brandon-Jones, A. (2019b). Operations management (Ninth edition). Pearson. https://ebookcentral.proquest.com/lib/gla/detail.action?docID=5751937
Slack, N., & Brandon-Jones, A. (2019c). Operations management (Ninth edition). Pearson. https://ebookcentral.proquest.com/lib/gla/detail.action?docID=5751937
Slack, N., & Brandon-Jones, A. (2019d). Operations management (Ninth edition). Pearson. https://ebookcentral.proquest.com/lib/gla/detail.action?docID=5751937
Slack, N., & Brandon-Jones, A. (2019e). Operations management (Ninth edition). Pearson. https://ebookcentral.proquest.com/lib/gla/detail.action?docID=5751937
Slack, N., & Brandon-Jones, A. (2019f). Operations management (Ninth edition). Pearson. https://ebookcentral.proquest.com/lib/gla/detail.action?docID=5751937
Slack, N., & Brandon-Jones, A. (2019g). Operations management (Ninth edition). Pearson. https://ebookcentral.proquest.com/lib/gla/detail.action?docID=5751937
Slack, N., & Lewis, M. (2011). Operations strategy (3rd ed) [Electronic resource]. Pearson/Prentice Hall. https://www.vlebooks.com/vleweb/product/openreader?id=GlasgowUni&isbn=9780273740452
Swank, C. K. (n.d.). The Lean Service Machine. https://conroyquick.files.wordpress.com/2011/02/the-lean-service-machine.pdf
Tax, S. S., Colgate, M., & Bowen, D. E. (2006). How to Prevent Your Customers From Failing. MIT Sloan Management Review, 47(3).
TOMI. (n.d.). https://sites.google.com/site/tomiportal/
Want to Perfect Your Company’s Service? Use Behavioral Science. (n.d.).
Womack, J. P., & Jones, D. T. (2003). Lean thinking: banish waste and create wealth in your corporation (Rev. and updated). Free Press Business.
Womack, J. P., Jones, D. T., Roos, D., & Massachusetts Institute of Technology. (1990). The machine that changed the world. Rawson Associates.