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作者：Sulek, JM; Lind, MR; Marucheck, AS
作者单位：University of North Carolina; University of North Carolina Chapel Hill
摘要：The purpose of this research was to investigate the impact of a customer service intervention and store design on store performance within a regional food retailing chain. A longitudinal study examines the organization's implementation of a customer service intervention which utilized new service standards and customer feedback mechanisms. Moreover, the chain provided a natural experiment, since the forty-six stores in this chain represented three levels of facility design ranging from the tra...
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作者：SO, KC; TANG, CS
作者单位：University of California System; University of California Los Angeles
摘要：This paper presents a model of a bottleneck facility that performs two distinct types of operations: ''regular'' and ''rework.'' Each job is subjected to a test after completing the regular operation at the bottleneck. If the job passes the test, then it continues its process downstream. Otherwise, the job will cycle back to the bottleneck stage for rework operation. Upon the completion of a batch of regular jobs, Me decision maker observes the amount of rework and decides on whether to switch...
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作者：Roth, AV; Jackson, WE
摘要：This paper focuses on an important new service management strategy: the operations capabilities-service quality-performance (C-SQ-P) triad. In order to understand what generic operations capabilities influence the strategic behavior of high performing service firms, we explore three related questions: What generic operations capabilities are among the strategic determinants of service quality? Does service quality affect market performance? How is market conduct related to the C-SQ-P triad? Th...
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作者：ETTLIE, JE
摘要：Organizations vary greatly in their approaches and success in the introduction of new products and services. In this study, it was proposed that much of this variance can be captured by understanding the extent to which product design and process design are integrated in new program launches. A mailed survey of 43 domestic firms was used to test four propositions concerning product-process development practices. Significantly, it was found that firms using the more rare design-manufacturing pe...
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作者：Benson, PG; Curley, SP; Smith, GF
作者单位：University of Minnesota System; University of Minnesota Twin Cities; University of Northern Iowa
摘要：A cognitive analysis of subjective probability is applied to the evaluation of techniques used by decision analysts for eliciting: probabilities from experts. The construction of a subjective probability requires both the formation of a belief and the assessment of a probability that qualifies the belief. The former process involves judgment and reasoning; the latter ig purely judgmental. Subjective probabilities have traditionally been portrayed and studied as arising from judgment: Consequen...
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作者：Goodhue, DL
摘要：Organizations spend millions of dollars on information systems to improve organizational or individual performance, but objective measures of system success are extremely difficult to achieve. For this reason, many MIS researchers (and potentially MIS practitioners) rely on user evaluations of systems as a surrogate for MIS success. However, these measures have been strongly criticized as lacking strong theoretical underpinnings. Furthermore, empirical evidence of their efficacy is surprisingl...
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作者：Kellogg, DL; Chase, RB
作者单位：University of Southern California
摘要：This research provides an empirically derived measurement model for customer contact, a widely used construct in service management. The model was created by applying two psychometric scaling techniques, Multidimensional Scaling (MDS) and the method of paired comparisons, and Content Analysis, to the ratings and responses of service research experts. MDS showed that the construct of Customer Contact is multidimensional and complex. An interval scale was developed using the paired comparison me...
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作者：PEREZ, J
摘要：The purpose of this short paper is to help clarify some questions which have arisen with respect to the suitability, or even the correctness, of the way Saaty's AHP method handles criteria weights, sometimes causing the rank reversal phenomenon. The position set forth in this paper is that this undesirable effect does not, per se, invalidate that method, but it does make it necessary to identify the kind of situations in which the method is suitable.
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作者：MOINZADEH, K; KLASTORIN, TD
摘要：In this paper, we consider an unreliable production process which produces nondefective items when operating in control, but produces defective items with a probability oc when the process has shifted to an out-of-control state. Following a JIT philosophy, we stop the entire line and repair the machine as soon as we detect that the process has shifted to an out-of-control state. To test whether a process shift has occurred, we inspect the last m units for every n units produced and stop the ma...
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作者：Carmon, Z; Shanthikumar, JG; Carmon, TF
作者单位：University of California System; University of California Berkeley; University of California System; University of California Berkeley
摘要：We examine how service should be divided and scheduled when it can be provided in multiple separate segments. We analyze variants of this problem using a model with a conventional function describing the waiting cost, that is modified to account for some aspects of the psychological cost of waiting in line. We show that consideration of the psychological cost can result in prescriptions that are inconsistent with the common wisdom of queuing theorists derived according to the conventional appr...
