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Understanding the relationships between investment and business performance over time within service organisations

Hill, A. and Laker, B. (2014) Understanding the relationships between investment and business performance over time within service organisations. In: 21st European Operations Management Association (EurOMA) Conference, 20-25 Jun 2014, Palmero, Italy.

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Abstract/Summary

This paper presents longitudinal exploratory research investigating the impact of investment on business performance over time within fifty service organisations. The findings suggest that firms should make ‘process’ investments if they want to improve performance quickly followed by investments in ‘people’, ‘green initiatives’ and ‘product/service’. ‘Product/service’ investments led to the most significant increase in performance, but it took thirty to forty weeks for this to happen. Although ‘process’ investment had the most immediate impact on performance, it was only half as significant as ‘product/service’ investments and the benefits plateaued thirty weeks after the investment had been made.

Item Type:Conference or Workshop Item (Paper)
Refereed:Yes
Divisions:Henley Business School > Leadership, Organisations and Behaviour
ID Code:82810

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