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Quality–speed conundrum / Krishnan S. Anand in Management science, Vol. 57 N° 1 (Janvier 2011) 

Public ISBD [article]  in Management science > Vol. 57 N° 1 (Janvier 2011) . - pp. 40-56 Titre : Quality–speed conundrum : Trade-offs in customer-intensive services Type de document : texte imprimé Auteurs : Krishnan S. Anand, Auteur ; M. Fazil Paç, Auteur ; Senthil Veeraraghavan, Auteur Année de publication : 2011 Article en page(s) : pp. 40-56 Note générale : Management Langues : Anglais (eng) Mots-clés : Strategic  customers  Queueing  games  Service  operations  Cost  disease Index. décimale : 658 Organisation des entreprises. Techniques du commerce Résumé : 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 interaction between quality and speed is critical, as customer-intensive services. In a queueing framework, we parameterize the degree of customer intensity of the service. The service speed chosen by the service provider affects the quality of the service through its customer intensity. Customers queue for the service based on service quality, delay costs, and price. We study how a service provider facing such customers makes the optimal "quality–speed trade-off." Our results demonstrate that the customer intensity of the service is a critical driver of equilibrium price, service speed, demand, congestion in queues, and service provider revenues. Customer intensity leads to outcomes very different from those of traditional models of service rate competition. For instance, as the number of competing servers increases, the price increases, and the servers become slower. DEWEY : 658 ISSN : 0025-1909 En ligne : http://mansci.journal.informs.org/cgi/content/abstract/57/1/40 [article] Quality–speed conundrum : Trade-offs in customer-intensive services [texte imprimé] / Krishnan S. Anand, Auteur ; M. Fazil Paç, Auteur ; Senthil Veeraraghavan, Auteur . - 2011 . - pp. 40-56. Management Langues : Anglais (eng) in Management science > Vol. 57 N° 1 (Janvier 2011) . - pp. 40-56 Mots-clés : Strategic  customers  Queueing  games  Service  operations  Cost  disease Index. décimale : 658 Organisation des entreprises. Techniques du commerce Résumé : 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 interaction between quality and speed is critical, as customer-intensive services. In a queueing framework, we parameterize the degree of customer intensity of the service. The service speed chosen by the service provider affects the quality of the service through its customer intensity. Customers queue for the service based on service quality, delay costs, and price. We study how a service provider facing such customers makes the optimal "quality–speed trade-off." Our results demonstrate that the customer intensity of the service is a critical driver of equilibrium price, service speed, demand, congestion in queues, and service provider revenues. Customer intensity leads to outcomes very different from those of traditional models of service rate competition. For instance, as the number of competing servers increases, the price increases, and the servers become slower. DEWEY : 658 ISSN : 0025-1909 En ligne : http://mansci.journal.informs.org/cgi/content/abstract/57/1/40