Setting Customer Expectation in Service Delivery: An Integrated Marketing-Operations Perspective

DOI10.1287/mnsc.1040.0170zbMath1232.90237OpenAlexW2161172559MaRDI QIDQ3114891

Teck-Hua Ho, Yu-Sheng Zheng

Publication date: 19 February 2012

Published in: Management Science (Search for Journal in Brave)

Full work available at URL: https://doi.org/10.1287/mnsc.1040.0170

zbMATH Keywords

queueing theorycustomer expectationdelivery-time commitmentgap model of quality

Mathematics Subject Classification ID

Queues and service in operations research (90B22) Marketing, advertising (90B60)

Related Items (9)

Learning with misattribution of reference dependence ⋮ Pricing and retail service decisions in fuzzy uncertainty environments ⋮ Outsourcing management under various demand information sharing scenarios ⋮ Equilibrium queueing strategies in M/G/1 queues with the reference time effect ⋮ Quandary of service logistics: fast or reliable? ⋮ Catch me if you scan: data-driven prescriptive modeling for smart store environments ⋮ Service Pricing with Loss-Averse Customers ⋮ Establishing delivery guarantee policies ⋮ WAITING TIME ANALYSIS OF MULTI-CLASS QUEUES WITH IMPATIENT CUSTOMERS

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