Philip A Smart
University of Exeter
16 Papers
4 Citations
Philip A Smart is an academic researcher from University of Exeter. The author has contributed to research in topics: Process (engineering) & Business process management. The author has an hindex of 9, co-authored 15 publications.
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Papers
Alternative perspectives on service quality and customer satisfaction: the role of BPM
TL;DR: In this paper, the authors further investigate the linkages between business process management and customer satisfaction and present the results of an empirical analysis, based on longitudinal data from a large UK bank on drivers of customer satisfaction.
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A framework for the testing and validation of simulated environments in experimentation and training
TL;DR: It is proposed that key elements of psychological, affective and ergonomic fidelity, are the real determinants of successful transfer in VR environments, and by adopting an evidence-based approach to VR simulation design and testing it is possible to develop valid environments that allow the potential of VR training to be maximized.
End-to-end process management: implications for theory and practice
TL;DR: In this article, a cross-sector study was conducted to identify the challenges of end-to-end process management and to generate practical managerial guidance, highlighting the need to move beyond process mapping, the role of IT in process management, and maintaining the process infrastructure as a strategic asset.
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Leadership in OM research: a social network analysis of European researchers
TL;DR: In this paper, the authors examine the leadership role of authors, institutions, and countries based on research co-authorship networks in the field of operations management (OM) and ranks European authors and institutions using network centrality measures.
37
Process design principles in service firms: Universal or context dependent? A literature review and new research directions
TL;DR: It is strongly suggested that in the business process design area one size does not fit all service organisations and that some design principles fit better under certain contextual conditions.