Author:
Davis Mark M.,Vollmann Thomas E.
Abstract
Introduces a framework for integrating the operations management
and marketing approaches within a service operation. Focuses on customer
satisfaction with waiting time, with the aim of providing improved
satisfaction for a given level of resources. Provides an application of
this methodology by presenting an example in the fast food industry.
Concludes with suggestions for extending such a framework to other
service organizations.
Cited by
142 articles.
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