search query: @indexterm SERVICE QUALITY / total: 221
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| Author: | Sheu, C. Babbar, S. |
| Title: | A managerial assessment of the waiting-time performance for alternative service process designs |
| Journal: | Omega
1996 : DEC, VOL. 24:6, p 689-703 |
| Index terms: | SERVICE QUALITY SERVICE CUSTOMERS BREAK-EVEN ANALYSIS |
| Language: | eng |
| Abstract: | This study demonstrates the potential impact of process design on customer waiting-time performance, by developing a model and applying it to a set of service process design alternatives. It provides managers with general tools and insights they can use in adapting to changes in demand, choosing better service process design, and evaluating the impact of new technology application to the service process. It is demonstrated that optimality of a design may depend on system parameter values. The applications can give managers some guidelines to use in designing their service processes. |
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