Managing service inventory to improve performance

MIT Sloan Management Review

Volumn 47, Issue 1, 2005, Pages

  Chopra, Sunil ^a,b   Lariviere, Martin A ^b  

^a NORTHWESTERN UNIVERSITY   (United States)

^b NORTHWESTERN UNIVERSITY   (United States)

Author keywords

[No Author keywords available]

Indexed keywords

EID: 28744449279     PISSN: 7653697     EISSN: 1782155X     Source Type: Journal    
DOI: None     Document Type: Review

References (8)

1. Traditional title insurers have mounted legal challenges to Radian's entry in the market. L. Gomes, "It Will Still Take Time, But Net Is Modernizing Home Buying, Selling," Wall Street Journal, Dec. 6, 2004, sec. B.
2. T. Levitt, "The Industrialization of Service," Harvard Business Review 5 (September-October 1976): 63-74.
3. T.H. Davenport and J.G. Harris, "Automated Decision Making Comes of Age," MIT Sloan Management Review 46, no. 4 (summer 2005): 83-89.
4. S.S. Tax and S.W. Brown, "Recovering and Learning From Service Failure," Sloan Management Review, 40, no. 1 (fall 1998): 75-88.
5. C. Fishman, "The Toll of a New Machine," Fast Company 82 (May 2004): 91.
6. C. Harler, "CRM at Your Service," Hospitality Technology (June 2002): 27-29.
7. Fishman, "Toll," 91.
8. S. Andreu, E. Benni, W. Pietraszek and H. Sarrazin, "Automated Self-Service Comes to Telcos," February 2005, www.mckinseyquarterly.com