Allinson, R.E. (2005) ‘The Herald of Free Enterprise Disaster’, in Saving Human Lives. Dordrecht: Springer Netherlands, pp. 198–222. Available at: 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), pp. 30–42. Available at: https://doi.org/10.1108/13598540410517566.
Blackburn, J.D. (2004) ‘Reverse Supply Chains for Commercial Returns.’, California Management Review, 46(2). Available at: 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. (no date) ‘Ten mega-trends that will revolutionize supply chain logistics’, Journal of Business Logistics, 21(2), pp. 1–15. Available at: 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. Boston, Massachusetts: Harvard Business Review Press.
Christopher, M. (2011) Logistics & supply chain management: creating value-adding networks [electronic resource]. 4th ed. Harlow, Essex: Financial Times Prentice Hall. Available at: https://www.vlebooks.com/vleweb/product/openreader?id=GlasgowUni&isbn=9780273731139.
Christopher, M. and Towill, D. (2001) ‘An integrated model for the design of agile supply chains’, International Journal of Physical Distribution & Logistics Management, 31(4), pp. 235–246. Available at: https://doi.org/10.1108/09600030110394914.
Cousins, P. and Chartered Institute of Purchasing & Supply (2008) Strategic supply management: principles, theories and practice. Harlow, Essex: Financial Times Prentice Hall.
Dale, B.G., Bamford, D.R. and Wiele, A. van der (eds) (2016) Managing quality: an essential guide and resource gateway. Sixth edition. Chichester, West Sussex, United Kingdom: John Wiley & Sons Ltd.
De Cock, C. (no date) ‘TQM and BPR: beyond the beyond the myth’. Available at: 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. (no date) ‘Services supply management: the next frontier for organizational performance’. Available at: 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. and Vinelli, A. (1996) ‘Improvement initiative paths in operations’, Integrated Manufacturing Systems, 7(2), pp. 67–76. Available at: 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 (no date). Available at: 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). Available at: 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). Available at: 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. and Cox, J. (2004) The goal: a process of ongoing improvement. 3rd rev. ed., 20th anniversary ed. Great Barrington, MA: North River Press.
Greasley, A. (2008) Operations management [electronic resource]. Los Angeles, Calif: SAGE. Available at: https://ezproxy.lib.gla.ac.uk/login?url=https://sk.sagepub.com/books/operations-management.
Hammer, M. (no date) ‘The 7 deadly sins of performance measurement (and how to avoid them)’.
Harland, C.M. et al. (2001) ‘A taxonomy of supply networks’, The Journal of Supply Chain Management, 37(4), pp. 21–27. Available at: https://doi.org/10.1111/j.1745-493X.2001.tb00109.x.
Harrison, A., Hoek, R.I. van and Skipworth, H. (2014) Logistics management and strategy: competing through the supply chain. Fifth edition. Harlow, United Kingdom: Pearson Education Limited.
Hill, A. and Hill, T. (2012) Operations management. 3rd ed. Basingstoke: Palgrave Macmillan.
Hines, P. (2000) Value stream management: strategy and excellence in the supply chain. Harlow: Financial Times/Prentice Hall.
Huan, S.H., Sheoran, S.K. and Wang, G. (2004) ‘A review and analysis of supply chain operations reference (SCOR) model’, Supply Chain Management: An International Journal, 9(1), pp. 23–29. Available at: 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’ (no date). Available at: 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). Available at: 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. and Shulver, M. (2012) Service operations management: improving service delivery. 4th ed. Harlow: Pearson Education.
Krajewski, L.J., Ritzman, L.P. and Malhotra, M.K. (2013) Operations management: processes and supply chains. 10th ed. Harlow, Essex: Pearson Education.
Kraljic, P. (no date) ‘Purchasing must become supply management’.
Madu, C.N. and Madu, A.A. (2002) ‘Dimensions of e‐quality’, International Journal of Quality & Reliability Management, 19(3), pp. 246–258. Available at: 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’ (no date) MIT Sloan Management Review, 47(1). Available at: 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. and Steeple, D. (2000) ‘A framework for auditing and enhancing performance measurement systems’, International Journal of Operations & Production Management, 20(5), pp. 520–533. Available at: https://doi.org/10.1108/01443570010318896.
Neely, A. (2007) Business Performance Measurement: Unifying Theory and Integrating Practice. 2nd ed. Cambridge: Cambridge University Press. Available at: https://ebookcentral.proquest.com/lib/gla/detail.action?docID=328900.
New, S. (2003) Understanding supply chains: concepts, critiques, and futures. Oxford, UK: Oxford University Press.
Parasuraman, A., Zeithaml, V.A. and Berry, L.L. (1985a) ‘A Conceptual Model of Service Quality and Its Implications for Future Research’, Journal of Marketing, 49(4). Available at: https://doi.org/10.2307/1251430.
Parasuraman, A., Zeithaml, V.A. and Berry, L.L. (1985b) ‘A Conceptual Model of Service Quality and Its Implications for Future Research’, Journal of Marketing, 49(4). Available at: https://doi.org/10.2307/1251430.
Pijnenburg, B. and Duin, M.J. (1990) ‘The Zeebrugge ferry disaster’, Contemporary Crises, 14(4), pp. 321–349. Available at: https://doi.org/10.1007/BF00728504.
Rosenberg, J. (no date) ‘Five Myths About Customer Satisfaction’, Quality control, 29(12), pp. 57–60. Available at: http://asq.org/qic/display-item/?item=13141.
Slack, N. and Brandon-Jones, A. (2019a) Operations management. Ninth edition. Harlow, England: Pearson. Available at: https://ebookcentral.proquest.com/lib/gla/detail.action?docID=5751937.
Slack, N. and Brandon-Jones, A. (2019b) Operations management. Ninth edition. Harlow, England: Pearson. Available at: https://ebookcentral.proquest.com/lib/gla/detail.action?docID=5751937.
Slack, N. and Brandon-Jones, A. (2019c) Operations management. Ninth edition. Harlow, England: Pearson. Available at: https://ebookcentral.proquest.com/lib/gla/detail.action?docID=5751937.
Slack, N. and Brandon-Jones, A. (2019d) Operations management. Ninth edition. Harlow, England: Pearson. Available at: https://ebookcentral.proquest.com/lib/gla/detail.action?docID=5751937.
Slack, N. and Brandon-Jones, A. (2019e) Operations management. Ninth edition. Harlow, England: Pearson. Available at: https://ebookcentral.proquest.com/lib/gla/detail.action?docID=5751937.
Slack, N. and Brandon-Jones, A. (2019f) Operations management. Ninth edition. Harlow, England: Pearson. Available at: https://ebookcentral.proquest.com/lib/gla/detail.action?docID=5751937.
Slack, N. and Brandon-Jones, A. (2019g) Operations management. Ninth edition. Harlow, England: Pearson. Available at: https://ebookcentral.proquest.com/lib/gla/detail.action?docID=5751937.
Slack, N. and Lewis, M. (2011) Operations strategy [electronic resource]. 3rd ed. Harlow, Essex: Pearson/Prentice Hall. Available at: https://www.vlebooks.com/vleweb/product/openreader?id=GlasgowUni&isbn=9780273740452.
Swank, C.K. (no date) ‘The Lean Service Machine’. Available at: https://conroyquick.files.wordpress.com/2011/02/the-lean-service-machine.pdf.
Tax, S.S., Colgate, M. and Bowen, D.E. (2006) ‘How to Prevent Your Customers From Failing’, MIT Sloan management review, 47(3).
TOMI (no date). Available at: https://sites.google.com/site/tomiportal/.
‘Want to Perfect Your Company’s Service? Use Behavioral Science.’ (no date).
Womack, J.P. et al. (1990) The machine that changed the world. New York, N.Y.: Rawson Associates.
Womack, J.P. and Jones, D.T. (2003) Lean thinking: banish waste and create wealth in your corporation. Rev. and updated. London: Free Press Business.
