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作者：Menor, Larry J.; Roth, Aleda V.
作者单位：Western University (University of Western Ontario); University Western Ontario Hospital; Clemson University
摘要：W hat can service firms do to improve their ability to offer new services? In this paper we argue that new service development success results from building a competence in the management of service development resources and routines. We conceptualize new service development competence as a multidimensional, second-order latent construct that is represented by a system of four interrelated and complementary dimensions: (1) formalized new service development processes, (2) market acuity, (3) ne...
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作者：de Koster, M. B. M.; Balk, Bert M.
作者单位：Erasmus University Rotterdam; Erasmus University Rotterdam - Excl Erasmus MC
摘要：We report on a cross-sectional and longitudinal comparison of European distribution centers in the Netherlands. European distribution centers are responsible for the distribution of a manufacturer's (mostly Asian or American) products over customers in a large part of Europe, the Middle East, and Africa, often with strict service-level agreements. In total, 65 physical warehouses, containing 140 European, Asian, and American European distribution center operations, in combination with differen...
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作者：Gallego, Guillermo; Phillips, Robert; Ahin, Oezge
作者单位：Columbia University; University of Michigan System; University of Michigan
摘要：It is well known that maximizing revenue from a fixed stock of perishable goods may require discounting prices rather than allowing unsold inventory to perish. This behavior is seen in industries ranging from fashion retail to tour packages and baked goods. A number of authors have addressed the markdown management problem in which a seller seeks to determine the optimal sequence of discounts to maximize the revenue from a fixed stock of perishable goods. However, merchants who consistently us...
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作者：Mookherjee, Reetabrata; Friesz, Terry L.
作者单位：Pennsylvania Commonwealth System of Higher Education (PCSHE); Pennsylvania State University; Pennsylvania State University - University Park
摘要：We study the problem of combined pricing, resource allocation, and overbooking by service providers involved in dynamic noncooperative oligopolistic competition on a network that represents the relationships of the providers to one another and to their customers when service demand is uncertain. We propose, analyze, and compute solutions for a model that is more general than other models reported in the revenue management literature to date. In particular, previous models typically consider on...
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作者：Rabinovich, Elliot; Maltz, Arnold; Sinha, Rajiv K.
作者单位：Arizona State University; Arizona State University-Tempe; Arizona State University; Arizona State University-Tempe
摘要：W e investigate trade-offs among markups, service quality, and product attributes across customer, Internet retailer, and wholesaler echelons. Research has documented the reality of retail price dispersion, but little is known about how retail markups, in particular, are related to service quality and product attributes. For example, do Internet retailers deliver superior service in return for high markups? Do product characteristics affect the relationship between service and markups for reta...
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作者：Voss, Chris; Roth, Aleda V.; Chase, Richard B.
作者单位：University of London; London Business School; Clemson University; University of Southern California
摘要：T his paper explores the customer experience paradigm as it pertains to service operations strategy and design. First, we operationally define and discuss the concept of customer experience. In this context, we propose a reframing of the strategic role of operations strategy as one of choreographing experience-centric services. We then introduce the concept of services as destinations as an emerging business model for classifying experiential service strategies. Our conceptual typology of expe...
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作者：Lee, Su-Yol; Klassen, Robert D.
作者单位：Chonnam National University; Western University (University of Western Ontario); University Western Ontario Hospital
摘要：The limited capabilities and resources available within many small- and medium-sized enterprises frequently hamper an effective response to environmental pressures, which in turn hurts large buying firms (i.e., customers). Using a case study method with multiple suppliers of two large buying firms, we mapped factors that initiated and improved environmental capabilities in small- and medium-sized enterprises over time. Through several specific mechanisms, buyers' green supply chain management ...
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作者：[Anonymous]
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作者：Schroeder, Roger G.
作者单位：University of Minnesota System; University of Minnesota Twin Cities
摘要：Rigorous development of theory in operations management has been lacking. Although many theories have been proposed, they are often not developed in a format and depth that can be falsified, refined, or supported. This special issue includes three papers that illustrate rigorous development of theory for future testing using mathematical, simulation, or managerial approaches.
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作者：Kouvelis, Panos; Li, Jian
作者单位：Washington University (WUSTL); Northeastern Illinois University
摘要：We consider replenishment decisions for a constant rate demand environment from a supplier with uncertain lead times. We study the potential use of a flexible backup supplier as an emergency response to accurate lead-time information arriving at (or close after) the beginning of the demand interval and well after an original order with the stochastic lead-time supplier has been placed. The emergency response decisions involve whether to order and how much from the flexible backup supplier, wit...
