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Journal Articles
A 5C model of responsible service leadership: learning from living systems to play the infinite game
Available to Purchase
Journal:
Journal of Service Management
Journal of Service Management (2024) 35 (4): 525–546.
Published: 27 June 2024
...Reut Livne-Tarandach; Joan Ball; Poonam Arora; Ayse Yemiscigil; Jay Kandampully Purpose This paper offers a new vision of responsible service leadership for service organizations nested in economic, societal and environmental contexts across time to foster collective flourishing. Design...
Journal Articles
Optimizing the service configuration with the least total cost approach
Available to Purchase
Journal:
Journal of Service Management
International Journal of Service Industry Management (2002) 13 (4): 348–361.
Published: 01 October 2002
... of waiting on the customer satisfaction and the resulting changes in future repurchases. By collecting data of waiting time and customer satisfaction from a student canteen, first evaluates the impact of waiting time on customer satisfaction and future purchase frequency. Subsequently develops a simulation...
Journal Articles
The real cost of making customers wait
Available to Purchase
Journal:
Journal of Service Management
International Journal of Service Industry Management (2002) 13 (3): 231–241.
Published: 01 August 2002
...) and N is the number of servers. These data points are sufficient to estimate the parameters of the demand functions of the QN model. The choices for the demand functions of the QN model are: (see equation 4) where Ws is the average customer time in the system. The translation of the original data...
