Value creation in service delivery: Relating market segmentation, incentives, and operational performance

Manufacturing and Service Operations Management

Volumn 6, Issue 4, 2004, Pages 338-357

  Guneş, Evrim D ^a   Akşin, O Zeynep ^b  

^a INSEAD   (France)

^b KOÇ UNIVERSITY   (Turkey)

Author keywords

Call centers; Cross selling; Incentives; Marketing operations interface; Queueing

Indexed keywords

CUSTOMER SATISFACTION; DECISION THEORY; MANAGERS; PROCESS CONTROL;

MARKET SEGMENTATION SCHEME; PROCESS PERFORMANCE; SERVICE DELIVERY;

OPERATIONS RESEARCH;

EID: 25144481872     PISSN: 15234614     EISSN: None     Source Type: Journal    
DOI: 10.1287/msom.1040.0048     Document Type: Article

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