-
作者：Field, JM; Heim, GR; Sinha, KK
作者单位：Boston College; University of Minnesota System; University of Minnesota Twin Cities
摘要：In this paper, we develop a process model for assessing and managing e-service quality based on the underlying components of the e-service system and, in turn, address the growing need to look in more detail at the system component level for sources of poor quality. The proposed process model is comprised of a set of entities representing the e-service system, a network defining the linking between all pairs of entities via transactions and product flows, and a set of outcomes of the processes...
-
作者：Warburton, RDH
作者单位：University of Massachusetts System; University Massachusetts Dartmouth
摘要：The Bullwhip Effect is problematic: order variability increases as orders propagate along the supply chain. The fundamental differential delay equations for a retailer's inventory reacting to a surge in demand are solved exactly. Much of the rich and complex inventory behavior is determined by the replenishment delay. The analytical solutions agree with numerical integrations and previous control theory results. Managerially useful ordering strategies are proposed. Exact expressions are derive...
-
作者：Craighead, CW; Karwan, KR; Miller, JL
作者单位：Auburn University System; Auburn University; University of South Carolina System; University of South Carolina Columbia; Clemson University
摘要：Service failures do not need to result in permanent negative consequences as long as effective recovery activities are undertaken. Unfortunately, existing research has been limited in providing information to support prescriptive approaches for applying specific service recovery techniques. By using data from a large sample (n = 861) of service failure incidents and employing the use of hierarchical and non-hierarchical cluster analysis, this exploratory study creates and analyzes empirical ty...
-
作者：Chakravarty, AK; Balakrishnan, N
作者单位：Tulane University; Clemson University
摘要：Manufacturing firms would like to maximize customer satisfaction by providing them with what they need when they need it. This, however, would mean continual variations in production quantities, and component orders from suppliers. A flexible manufacturing system can help alleviate costs related to modification of production quantities. The capacity of such a system, however, has to be limited because of high investment cost. Further, unless there is a long-term relationship, suppliers may lev...
-
作者：Rosenzweig, ED; Roth, AV
作者单位：Emory University; University of North Carolina; University of North Carolina Chapel Hill
摘要：This study replicates and extends Ferdows and De Meyers' observed 'sand cone' model of cumulative competitive capabilities by means of Roth's related competitive progression theory (CPT). Using path analysis, we model and test the relationships among the generic competitive capability constructs of conformance quality, delivery reliability, volume flexibility, and low cost as predicted by CPT. Our results, drawn from a sample of high-tech manufacturers, provide further evidence that on average...
-
作者：Lapré, MA; Scudder, GD
作者单位：Vanderbilt University
摘要：Several articles have been written during the past few years examining performance improvement paths and various forms of efficiency frontiers in operations strategy. These articles focus primarily on defining and describing these frontiers and raise questions concerning how to improve operations. In this paper, we provide one of the first empirical studies aimed at validating these earlier studies. Using a database on the 10 largest U.S. airlines for a period of 11 years, we test and validate...
-
作者：Hur, D; Mabert, VA; Bretthauer, KM
作者单位：University System of Ohio; Bowling Green State University; Indiana University System; Indiana University Bloomington; IU Kelley School of Business
摘要：Service managers often find that available worker capacity does not match with actual demand during a given day. They then must attempt to modify the planned work schedule to improve service and increase profitability. This study, which defines such a setting as the real-time work schedule adjustment decision, proposes mathematical formulations of the real-time adjustment and develops efficient heuristic approaches for this decision. The study evaluates the relative effectiveness of these heur...
-
作者：Chatfield, DC; Kim, JG; Harrison, TP; Hayya, JC
作者单位：Virginia Polytechnic Institute & State University; Pennsylvania Commonwealth System of Higher Education (PCSHE); Pennsylvania State University; Pennsylvania State University - University Park
摘要：We use a simulation model called 'SISCO' to examine the effects in supply chains of stochastic lead times and of information sharing and quality of that information in a periodic order-up-to level inventory system. We test the accuracy of the simulation by verifying the results in Chen et al. (2000a) and Dejonckheere et al. (2004). We find that lead-time variability exacerbates variance amplification in a supply chain, and that information sharing and information quality are highly significant...
-
作者：Poundarikapuram, S; Veeramani, D
作者单位：University of Wisconsin System; University of Wisconsin Madison
摘要：T his paper develops a distributed decision-making framework for the players in a supply chain or a private e-marketplace to collaboratively arrive at a global Pareto-optimal solution. In this model, no player has complete knowledge about all the costs and constraints of the other players. The decision-making framework employs an iterative procedure, based on the Integer L-shaped method, in which a master problem is solved to propose global solutions, and each player uses his local problems to...
-
作者：Tsay, AA; Agrawal, N
作者单位：Santa Clara University
摘要：A number of factors, including developments in Internet-based commerce and third-party logistics, have led many companies to consider engaging in direct sales. Such a company may at once be both a supplier to and a direct competitor of any existing reseller partners (e.g., land-based retailers), which can result in channel conflict. This can have momentous implications for distribution strategy. To generate managerial insights into this important issue, we develop a model that captures key att...
