@inbook{Allinson_2005, address={Dordrecht}, title={The Herald of Free Enterprise Disaster}, volume={21}, url={http://ezproxy.lib.gla.ac.uk/login?url=http://link.springer.com/10.1007/1-4020-2980-2_9}, DOI={10.1007/1-4020-2980-2_9}, booktitle={Saving Human Lives}, publisher={Springer Netherlands}, author={Allinson, Robert Elliott}, year={2005}, pages={198–222} }
@article{Barratt_2004, title={Understanding the meaning of collaboration in the supply chain}, volume={9}, DOI={10.1108/13598540410517566}, number={1}, journal={Supply Chain Management: An International Journal}, author={Barratt, Mark}, year={2004}, month={Feb}, pages={30–42} }
@article{Blackburn_2004, title={Reverse Supply Chains for Commercial Returns.}, volume={46}, url={https://ezproxy.lib.gla.ac.uk/login?url=https://search.ebscohost.com/login.aspx?direct=true&db=buh&AN=12391589&site=ehost-live}, number={2}, journal={California Management Review}, author={Blackburn, Joseph D.}, year={2004} }
@article{Bowersox, title={Ten mega-trends that will revolutionize supply chain logistics}, volume={21}, url={https://ezproxy.lib.gla.ac.uk/login?url=https://search.ebscohost.com/login.aspx?direct=true&db=buh&AN=4315148&site=ehost-live}, number={2}, journal={Journal of Business Logistics}, author={Bowersox, D.}, pages={1–15} }
@book{Christensen_2013, address={Boston, Massachusetts}, title={The innovator’s dilemma: when new technologies cause great firms to fail}, volume={The management of innovation and change series}, publisher={Harvard Business Review Press}, author={Christensen, Clayton M.}, year={2013} }
@book{Christopher_2011, address={Harlow, Essex}, edition={4th ed}, title={Logistics & supply chain management: creating value-adding networks}, url={https://www.vlebooks.com/vleweb/product/openreader?id=GlasgowUni&isbn=9780273731139}, publisher={Financial Times Prentice Hall}, author={Christopher, Martin}, year={2011} }
@article{Christopher_Towill_2001, title={An integrated model for the design of agile supply chains}, volume={31}, DOI={10.1108/09600030110394914}, number={4}, journal={International Journal of Physical Distribution & Logistics Management}, author={Christopher, Martin and Towill, Denis}, year={2001}, month={May}, pages={235–246} }
@book{Cousins_Chartered Institute of Purchasing & Supply_2008, address={Harlow, Essex}, title={Strategic supply management: principles, theories and practice}, publisher={Financial Times Prentice Hall}, author={Cousins, Paul and Chartered Institute of Purchasing & Supply}, year={2008} }
@article{De Cock, title={TQM and BPR: beyond the beyond the myth}, url={https://ezproxy.lib.gla.ac.uk/login?url=https://search.ebscohost.com/login.aspx?direct=true&db=buh&AN=9711165184&site=ehost-live}, author={De Cock, C.} }
@article{Ellram, title={Services supply management: the next frontier for organizational performance}, url={https://ezproxy.lib.gla.ac.uk/login?url=https://search.ebscohost.com/login.aspx?direct=true&db=buh&AN=25995887&site=ehost-live}, author={Ellram, L.} }
@article{Filippini_Forza_Vinelli_1996, title={Improvement initiative paths in operations}, volume={7}, DOI={10.1108/09576069610111927}, number={2}, journal={Integrated Manufacturing Systems}, author={Filippini, R. and Forza, C. and Vinelli, A.}, year={1996}, pages={67–76} }
@article{Ford, Robert C._2001, title={Delivering Excellent Services: Lessons From the Best Firms}, volume={44}, url={https://ezproxy.lib.gla.ac.uk/login?url=https://search.ebscohost.com/login.aspx?direct=true&db=buh&AN=5746562&site=ehost-live}, number={1}, journal={California Management Review}, author={Ford, Robert C.}, year={2001} }
@article{Garvin_1984, title={Product Quality: An Important Strategic Weapon.}, volume={27}, url={https://ezproxy.lib.gla.ac.uk/login?url=https://search.ebscohost.com/login.aspx?direct=true&db=buh&AN=4528396&site=ehost-live}, number={3}, journal={Business Horizons}, author={Garvin, David A.}, year={1984} }
@book{Goldratt_Cox_2004, address={Great Barrington, MA}, edition={3rd rev. ed., 20th anniversary ed}, title={The goal: a process of ongoing improvement}, publisher={North River Press}, author={Goldratt, Eliyahu M. and Cox, Jeff}, year={2004} }
@book{Greasley_2008, address={Los Angeles, Calif}, title={Operations management}, volume={SAGE course companions}, url={https://ezproxy.lib.gla.ac.uk/login?url=https://sk.sagepub.com/books/operations-management}, publisher={SAGE}, author={Greasley, Andrew}, year={2008} }
@misc{Hammer, title={The 7 deadly sins of performance measurement (and how to avoid them)}, author={Hammer, Michael} }
@article{Harland_Lamming_Zheng_Johnsen_2001, title={A taxonomy of supply networks}, volume={37}, DOI={10.1111/j.1745-493X.2001.tb00109.x}, number={4}, journal={The Journal of Supply Chain Management}, author={Harland, Christine M. and Lamming, Richard C. and Zheng, Jurong and Johnsen, Thomas E.}, year={2001}, month={Sep}, pages={21–27} }
@book{Harrison_Hoek_Skipworth_2014, address={Harlow, United Kingdom}, edition={Fifth edition}, title={Logistics management and strategy: competing through the supply chain}, volume={Always Learning}, publisher={Pearson Education Limited}, author={Harrison, Alan and Hoek, Remko I. van and Skipworth, Heather}, year={2014} }
@book{Hill_Hill_2012, address={Basingstoke}, edition={3rd ed}, title={Operations management}, publisher={Palgrave Macmillan}, author={Hill, Alex and Hill, Terry}, year={2012} }
@book{Hines_2000, address={Harlow}, title={Value stream management: strategy and excellence in the supply chain}, publisher={Financial Times/Prentice Hall}, author={Hines, Peter}, year={2000} }
@article{Huan_Sheoran_Wang_2004, title={A review and analysis of supply chain operations reference (SCOR) model}, volume={9}, DOI={10.1108/13598540410517557}, number={1}, journal={Supply Chain Management: An International Journal}, author={Huan, Samuel H. and Sheoran, Sunil K. and Wang, Ge}, year={2004}, pages={23–29} }
@article{James B. Rice, Jr.,Yossi Sheffi_2005, title={A supply chain view of the resilient enterprise}, volume={47}, url={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}, number={1}, journal={MIT Sloan Management Review}, author={James B. Rice, Jr.,Yossi Sheffi}, year={2005} }
@book{Johnston_Clark_Shulver_2012, address={Harlow}, edition={4th ed}, title={Service operations management: improving service delivery}, publisher={Pearson Education}, author={Johnston, Robert and Clark, Graham and Shulver, Michael}, year={2012} }
@book{Krajewski_Ritzman_Malhotra_2013, address={Harlow, Essex}, edition={10th ed}, title={Operations management: processes and supply chains}, publisher={Pearson Education}, author={Krajewski, Lee J. and Ritzman, Larry P. and Malhotra, Manoj K.}, year={2013} }
@misc{Kraljic, title={Purchasing must become supply management}, author={Kraljic, P.} }
@article{Madu_Madu_2002, title={Dimensions of e‐quality}, volume={19}, DOI={10.1108/02656710210415668}, number={3}, journal={International Journal of Quality & Reliability Management}, author={Madu, Christian N. and Madu, Assumpta A.}, year={2002}, month={May}, pages={246–258} }
@article{Medori_Steeple_2000, title={A framework for auditing and enhancing performance measurement systems}, volume={20}, DOI={10.1108/01443570010318896}, number={5}, journal={International Journal of Operations & Production Management}, author={Medori, David and Steeple, Derek}, year={2000}, pages={520–533} }
@book{Neely_2007, address={Cambridge}, edition={2nd ed}, title={Business Performance Measurement: Unifying Theory and Integrating Practice}, url={https://ebookcentral.proquest.com/lib/gla/detail.action?docID=328900}, publisher={Cambridge University Press}, author={Neely, Andy}, year={2007} }
@book{New_2003, address={Oxford, UK}, title={Understanding supply chains: concepts, critiques, and futures}, publisher={Oxford University Press}, author={New, S.}, year={2003} }
@article{Parasuraman_Zeithaml_Berry_1985a, title={A Conceptual Model of Service Quality and Its Implications for Future Research}, volume={49}, DOI={10.2307/1251430}, number={4}, journal={Journal of Marketing}, author={Parasuraman, A. and Zeithaml, Valarie A. and Berry, Leonard L.}, year={1985}, month={Autumn} }
@article{Parasuraman_Zeithaml_Berry_1985b, title={A Conceptual Model of Service Quality and Its Implications for Future Research}, volume={49}, DOI={10.2307/1251430}, number={4}, journal={Journal of Marketing}, author={Parasuraman, A. and Zeithaml, Valarie A. and Berry, Leonard L.}, year={1985}, month={Autumn} }
@article{Pijnenburg_Duin_1990, title={The Zeebrugge ferry disaster}, volume={14}, DOI={10.1007/BF00728504}, number={4}, journal={Contemporary Crises}, author={Pijnenburg, Bert and Duin, Menno J.}, year={1990}, month={Dec}, pages={321–349} }
@article{Rosenberg, title={Five Myths About Customer Satisfaction}, volume={29}, url={http://asq.org/qic/display-item/?item=13141}, number={12}, journal={Quality control}, author={Rosenberg, J.}, pages={57–60} }
@book{Slack_Brandon-Jones_2019a, address={Harlow, England}, edition={Ninth edition}, title={Operations management}, url={https://ebookcentral.proquest.com/lib/gla/detail.action?docID=5751937}, publisher={Pearson}, author={Slack, Nigel and Brandon-Jones, Alistair}, year={2019} }
@book{Slack_Brandon-Jones_2019b, address={Harlow, England}, edition={Ninth edition}, title={Operations management}, url={https://ebookcentral.proquest.com/lib/gla/detail.action?docID=5751937}, publisher={Pearson}, author={Slack, Nigel and Brandon-Jones, Alistair}, year={2019} }
@book{Slack_Brandon-Jones_2019c, address={Harlow, England}, edition={Ninth edition}, title={Operations management}, url={https://ebookcentral.proquest.com/lib/gla/detail.action?docID=5751937}, publisher={Pearson}, author={Slack, Nigel and Brandon-Jones, Alistair}, year={2019} }
@book{Slack_Brandon-Jones_2019d, address={Harlow, England}, edition={Ninth edition}, title={Operations management}, url={https://ebookcentral.proquest.com/lib/gla/detail.action?docID=5751937}, publisher={Pearson}, author={Slack, Nigel and Brandon-Jones, Alistair}, year={2019} }
@book{Slack_Brandon-Jones_2019e, address={Harlow, England}, edition={Ninth edition}, title={Operations management}, url={https://ebookcentral.proquest.com/lib/gla/detail.action?docID=5751937}, publisher={Pearson}, author={Slack, Nigel and Brandon-Jones, Alistair}, year={2019} }
@book{Slack_Brandon-Jones_2019f, address={Harlow, England}, edition={Ninth edition}, title={Operations management}, url={https://ebookcentral.proquest.com/lib/gla/detail.action?docID=5751937}, publisher={Pearson}, author={Slack, Nigel and Brandon-Jones, Alistair}, year={2019} }
@book{Slack_Brandon-Jones_2019g, address={Harlow, England}, edition={Ninth edition}, title={Operations management}, url={https://ebookcentral.proquest.com/lib/gla/detail.action?docID=5751937}, publisher={Pearson}, author={Slack, Nigel and Brandon-Jones, Alistair}, year={2019} }
@book{Slack_Lewis_2011, address={Harlow, Essex}, edition={3rd ed}, title={Operations strategy}, url={https://www.vlebooks.com/vleweb/product/openreader?id=GlasgowUni&isbn=9780273740452}, publisher={Pearson/Prentice Hall}, author={Slack, Nigel and Lewis, Michael}, year={2011} }
@misc{Swank, title={The Lean Service Machine}, url={https://conroyquick.files.wordpress.com/2011/02/the-lean-service-machine.pdf}, author={Swank, Cynthia Karen} }
@article{Tax_Colgate_Bowen_2006, address={Cambridge, Mass}, title={How to Prevent Your Customers From Failing}, volume={47}, number={3}, journal={MIT Sloan management review}, publisher={Sloan Management Review Association, MIT Sloan School of Management}, author={Tax, Stephen S. and Colgate, Mark and Bowen, David E.}, year={2006} }
@book{Womack_Jones_2003, address={London}, edition={Rev. and updated}, title={Lean thinking: banish waste and create wealth in your corporation}, publisher={Free Press Business}, author={Womack, James P. and Jones, Daniel T.}, year={2003} }
@book{Womack_Jones_Roos_Massachusetts Institute of Technology_1990, address={New York, N.Y.}, title={The machine that changed the world}, publisher={Rawson Associates}, author={Womack, James P. and Jones, Daniel T. and Roos, Daniel and Massachusetts Institute of Technology}, year={1990} }
@book{Dale_Bamford_Wiele_2016, address={Chichester, West Sussex, United Kingdom}, edition={Sixth edition}, title={Managing quality: an essential guide and resource gateway}, publisher={John Wiley & Sons Ltd}, year={2016} }
@misc{Flooding and capsize of ro-ro passenger ferry Herald of Free Enterprise with loss of 193 lives Marine Accident Investigation Branch report - GOV.UK, url={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} }
@misc{Want to Perfect Your Company’s Service? Use Behavioral Science. }
@article{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, volume={47}, url={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}, number={1}, journal={MIT Sloan Management Review} }
@misc{‘Innovation in experiential services – an experiential view’ in ‘Innovation in Service’, DTI Occasional Paper no 9. UK Department of Trade and Industry, url={http://webarchive.nationalarchives.gov.uk/20070603164510/http://www.dti.gov.uk/files/file39965.pdf} }
@misc{TOMI, url={https://sites.google.com/site/tomiportal/} }
