International Service Study [ISS]
The International Service Study (ISS) is a research project on service practices and performance. The participating countries include: Argentina, Australia, Canada, Cyprus, Germany, Hong Kong (China), Mexico, Portugal, Spain, UK, and USA.
The founding and principal investigators for this research project are:
Professor Chris Voss - London Business School
Professor Aleda V Roth - Kenan-Flagler Business School, University of North Carolina at Chapel Hill
Professor Richard B. Chase - Marshall School of Business, University of Southern California
The ISS has attained pre-eminence in addressing the question:
| What factors create sustainable global leadership in services? |
The focus of the ISS - 2000 is to develop a deeper understanding of what works and what does not work in managing global services over time. Thus, the underlying logic of ISS research is that the adoption of best practices has a direct link to the attainment of high service performance, which in turn, leads to superior business performance and competitiveness. We define practices as the established processes an organization has in place to design, deliver, and measure its service capabilities. Performance is defined here as the ways an organization's impact and influence are measured, including financial and nonfinancial outcomes.
Cf. Voss, C. A.Roth. and R. Chase (1999). 'International Service Study', Decision Line, May 1999
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