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作者：Secchi, Enrico; Roth, Aleda; Verma, Rohit
作者单位：University College Dublin; Clemson University; Cornell University; Cornell University
摘要：This study formally develops and empirically tests a new construct, termed service improvisation competence (Serv-IC), that constitutes a novel way to improve customer experience in high-contact service contexts. Serv-IC is operationalized as the systemic ability of a service firm's employees to deviate from established service delivery processes and routines to respond in a timely manner to unforeseen events using available resources. Serv-IC is a realized operational competence resulting fro...
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作者：Jardim, Felipe S.; Chakraborti, Subhabrata; Epprecht, Eugenio K.
作者单位：University of Alabama System; University of Alabama Tuscaloosa
摘要：Performance measures of control charts with estimated parameters are random variables and vary significantly across reference samples. In this context, a recent idea has been to study the distribution of the realized (or conditional) in-control average run length (CARL(0)) [or, equivalently, the conditional false-alarm rate (CFAR)] for a set of estimates from a given reference sample and apply the exceedance probability criterion (EPC) to design control charts that ensure a desirable in-contro...
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作者：Alptekinoglu, Aydin; Ramachandran, Karthik
作者单位：Pennsylvania Commonwealth System of Higher Education (PCSHE); Pennsylvania State University; Pennsylvania State University - University Park; University System of Georgia; Georgia Institute of Technology
摘要：Consumers often have needs that change in a dynamic fashion over time due to physiological, mental, or environmental variations. We develop a model to address a product strategy question on how to satisfy dynamic consumer preferences: Should a firm offer multiple standard products, each designed for a specific purpose (e.g., several specialized golf clubs), or a flexible product that can be reconfigured by consumers as their preferences change (e.g., one adjustable golf club)? Often the latter...
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作者：Chen, Xu; Wang, Xiaojun; Xia, Yusen
作者单位：University of Electronic Science & Technology of China; University of Bristol; University System of Georgia; Georgia State University
摘要：This study examines the strategic choices of two rival manufacturers between competition and coopetition. A complex relationship exists between these two firms, who manufacture substitutive products. In addition, each of these firms has an option to purchase (or sell) a key component from (or to) the other. We develop a benchmark competition model and two coopetition models in which the manufacturers compete for end-customer demand while simultaneously collaborating on component production thr...
