... a triply‐implicit integer programming model for the optimal scheduling of shifts and breaks using employees who are each available for work only during an individually specified portion of the operating day. Compares the ease of solving the model, and four others, over two sets of test problems...

... model. It specifies that consumer satisfaction/ dissatisfaction (CS/D) results from a comparison of expectations concerning the quality of consumption, with the actual consumption experiences (Oliver, 1980). The basic model assumes that expectations and experiences are independent constructs that do...

...Johan Olaisen; Øivind Revang How information technology is rapidly becoming necessary for achieving quality in the airline industry is focused on. Three levels of service quality management are proposed in a strategic model: the standard service system; a complex service system; and a sensitive...

...Peter Barrett The development of a conceptual model of the professional firm which is drawn from two broad areas is summarised: the task‐oriented literature centred on the abilities of those involved and the people‐oriented literature centred on their motivation. The model is built in stages...

...Stephen W. Brown; Ray M. Haynes; Donald L. Saunders Service innovations require a revitalising process to be viable over time. Both provider and customer satisfaction must be associated with these innovations to assure their continuing success. A framework and a model for service revitalisation...

...Andrew A. Brogowicz; Linda M. Delene; David M. Lyth A synthesised service quality model with managerial implications is presented. This synthesised model is based on the works of the Nordic and the North American schools of service research. The model presents the overall service quality gap...

.... A prescription for management is presented to allow use of the transaction model in strategic planning and tactical decision making. © MCB UP Limited 1990 Management techniques Models Quality Service industries ...