Cutting corners and working overtime: Quality erosion in the service industry

Management Science

Volumn 47, Issue 7, 2001, Pages 894-914

  Oliva, Rogelio ^a,b   Sterman, John D ^a,b  

^a HARVARD BUSINESS SCHOOL   (United States)

^b MASSACHUSETTS INSTITUTE OF TECHNOLOGY   (United States)

Author keywords

Organizational Learning; Service Management Performance; Service Operations; Service Quality; Simulation; System Dynamics

Indexed keywords

COMPUTER SIMULATION; CUSTOMER SATISFACTION; DECISION THEORY; INDUSTRIAL ECONOMICS; MANAGEMENT SCIENCE; MATHEMATICAL MODELS; PUBLIC POLICY; QUALITY ASSURANCE;

SERVICE MANAGEMENT; SERVICE QUALITY;

INDUSTRIAL MANAGEMENT;

EID: 0035410546     PISSN: 00251909     EISSN: None     Source Type: Journal    
DOI: 10.1287/mnsc.47.7.894.9807     Document Type: Article

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