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Robert E. Markland
University of South Carolina
Scheduling (computing)EconomicsOperations managementManagement scienceGoal programming
41Publications
17H-index
1,574Citations
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Publications 41
Newest
#1Jeffery S. Smith (FSU: Florida State University)H-Index: 11
#2Kirk R. Karwan (Furman University)H-Index: 6
Last. Robert E. Markland (USC: University of South Carolina)H-Index: 17
view all 3 authors...
Although service recovery has become an increasingly-studied topic in the operations management literature, robust theories and accompanying empirical studies have only begun to emerge. For example, while many authors have identified and measured the specific activities that are perceived by consumers as effective ways to recover from failure, much less attention has been directed at the systematic structuring of recovery efforts to consistently ensure customer satisfaction and achieve improved,...
11 CitationsSource
#1Robert E. Markland (USC: University of South Carolina)H-Index: 17
1 IntroductionAt any of our professional meetings it seems that one of themain topics of conversation at hallway meetings, coffeebreaks, or cocktail receptions is the present state ofoperations management (OM) and its future. Much thesame can be said about our academic institutions wheresuch conversations often reach even into the offices ofDeans, particularly as resource allocation decisions arebeing made. Having recently retired from a 40 yearacademic career (including Washington University, U...
1 CitationsSource
#1Jeffery S. Smith (FSU: Florida State University)H-Index: 11
#2Kirk R. Karwan (Furman University)H-Index: 6
Last. Robert E. Markland (USC: University of South Carolina)H-Index: 17
view all 3 authors...
This study identifies the structural dimensions that constitute a service recovery system. We employ a structured scale development process to introduce, define, and operationalize seven distinct first-order constructs (i.e., structural dimensions) of service recovery. Potential constructs and their items are identified from the literature, experts and practitioners are employed to refine scales, and psychometric properties are tested using data from a sample of 158 service providers. Constructs...
48 CitationsSource
#1Richard E. Crandall (ASU: Appalachian State University)H-Index: 24
#2Robert E. Markland (USC: University of South Carolina)H-Index: 17
This study examines the issue of demand management in service industries, proposes an expanded description of the term, presents evidence of the importance of demand /capacity management, provides a classification of demand management strategies, and identifies some of the factors that may influence the choice of demand management strategies. The results indicate that industries have different resources, demand patterns, and strategic objectives; this suggests that these differences should influ...
37 CitationsSource
#1Jeffery S. Smith (FSU: Florida State University)H-Index: 11
#2Kirk R. Karwan (Furman University)H-Index: 6
Last. Robert E. Markland (USC: University of South Carolina)H-Index: 17
view all 3 authors...
We present an empirical assessment of the productivity of individuals and institutions in terms of service operations management (SOM) research. We reviewed five mainstream operations management journals over a 17-year time period to generate a sample of 463 articles related to service operations. The results indicate that SOM research has been growing and key contributions are being made by an array of researchers and institutions.
53 CitationsSource
#1Shawnee K. Vickery (SPbU: Saint Petersburg State University)H-Index: 36
#2Cornelia Droge (SPbU: Saint Petersburg State University)H-Index: 52
Last. Robert E. Markland (USC: University of South Carolina)H-Index: 17
view all 3 authors...
A resource-based construct of manufacturing competence, termed strategic production competence, is examined with respect to its convergent, discriminant, and predictive validity. The construct evaluates manufacturing performance across a comprehensive domain of competitive priorities relative to item importance and performance. Data from an earlier study of furniture firms (n = 65) are used for statistical testing. The results establish the convergent and discriminant validity of strategic produ...
68 CitationsSource
#1Kirk R. Karwan (USC: University of South Carolina)H-Index: 12
#2Robert E. Markland (USC: University of South Carolina)H-Index: 17
Abstract One relatively unanswered question regarding operational efficiency and effectiveness is whether and how public sector or government operations can employ service strategy and design concepts to deal with the conflicting objectives of minimizing expenditures while providing for an increasing number of “causes” [Haywood-Farmer, J., Nollet, J., 1991. Service Plus: Effective Service Management, G. Morin Publisher, Quebec]. In this paper, we argue that the mechanism that permits or enables ...
65 CitationsSource
#1Shawnee K. VickeryH-Index: 36
#2Cornelia DrogeH-Index: 52
Last. Robert E. Markland (USC: University of South Carolina)H-Index: 17
view all 5 authors...
This research examines media richness by modeling face-to-face, telephone, and electronic media as one construct and testing its performance implications. The context is the third-party logistics industry, in which a customer firm allows a service provider to assume responsibility for all or part of a critical business process. This business-to-business service environment is characterized by high levels of complexity (uncertainty, variability, equivocality) and network interdependence, key cont...
128 CitationsSource
#1Thomas H. Lubecke (Angelo State University)H-Index: 3
#2Kyung Doo NamH-Index: 1
Last. Chuck C.Y. Kwok (USC: University of South Carolina)H-Index: 23
view all 4 authors...
14 CitationsSource
#1Shawnee K. Vickery (MSU: Michigan State University)H-Index: 36
#2Cornelia Droge (MSU: Michigan State University)H-Index: 52
Last. Robert E. Markland (College of Business Administration)H-Index: 17
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Abstract This paper explores dimensions of manufacturing competitive strength in the furniture industry. A theoretically relevant set of manufacturing competitive priorities is identified from the operations literature and factor analyzed to determine the core dimensions of manufacturing performance. Relationships between these core dimensions of manufacturing strength and overall business performance are examined. The results identify four dimensions of manufacturing strength in the furniture i...
222 CitationsSource
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