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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...
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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...
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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...
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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...
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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...
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作者：Anand, G; Ward, PT
作者单位：University System of Ohio; Ohio State University
摘要：This research develops the notion of environmental fit and flexibility and illustrates the importance of such fit empirically using survey data from 101 manufacturing firms. Two dimensions of environmental dynamism are identified and the fit between them and different approaches to flexibility are assessed. Hierarchical regressions provide evidence that flexibility is a stronger predictor of performance in more dynamic environments. Specifically, presence of the unpredictability or the volatil...
