search query: @author Ackere, A. van / total: 3
reference: 2 / 3
Author: | Larsen, E. Ackere, A. van Warren, K. |
Title: | The growth of service and the service of growth: using system dynamics to understand service quality and capital allocation |
Journal: | Decision Support Systems
1997 : APR, VOL. 19:4, p. 271-287 |
Index terms: | DECISION SUPPORT SYSTEMS GROWTH SERVICE QUALITY |
Language: | eng |
Abstract: | This paper discusses how system dynamics can help understand a service company's growth potential as well as its limitations. The model discussed here is being built for a European restaurant chain which grew from nothing to over 200 outlets in less than a decade. The model highlights two conflicting pressures: the need to spend on meeting customer expectations and hence build sales versus the need to meet profit targets from headquarters and thus win the capital to fund expansion. |
SCIMA