Article : texte imprimé

Quality–speed conundrum : Trade-offs in customer-intensive services

Krishnan S. Anand, Auteur ; M. Fazil Paç, Auteur ; Senthil Veeraraghavan, Auteur |

Dans Management science (Vol. 57 N° 1, Janvier 2011)

In many services, the quality or value provided by the service increases with the time the service provider spends with the customer. However, longer service times also result in longer waits for customers. We term such services, in which the [...]

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