Realigning service operations strategy at DHL express

Interfaces

Volumn 40, Issue 3, 2010, Pages 175-183

  Coltman, Tim ^a   Gattorna, John ^b   Whiting, Stuart ^c  

^a UNIVERSITY OF WOLLONGONG   (Australia)

^b MACQUARIE UNIVERSITY   (Australia)

^c DHL Express Global Head Office   (Germany)

Author keywords

Discrete choice modeling; Latent class segmentation; Service concept; Survey research; Third party logistics

Indexed keywords

EID: 77953564711     PISSN: 00922102     EISSN: 1526551X     Source Type: Journal    
DOI: 10.1287/inte.1100.0491     Document Type: Article

References (13)

1. Adamowicz, W., D. Bunch, T. A. Cameron, B. G. C. Dellaert, M. Hanneman, J. J. Louviere, R. Meyer, T. Steenburgh, J. Swait. 2008. Behavioral frontiers in choice modelling. Marketing Lett. 19(3-4) 215-228.
2. Dibb, S., R.Wensley. 2002. Segmentation analysis for industrial markets: Problems of integrating customer requirements into operations strategy. Eur. J. Marketing 36(1-2) 231-251.
3. Gattorna, J. 2006. Living Supply Chains: How to Mobilize the Enterprise Around Delivering What Your Customers Want. FT Prentice Hall, Harlow, London.
4. Goldstein, S. M., R. Johnston, J. A. Duffy, J. Rao. 2002. The service concept: The missing link in service design research. J. Oper. Management 20(2) 121-134.
5. Heskett, J. L. 1986. Managing in the Service Economy. Harvard Business School Press, Boston.
6. Heskett, J. L. 1987. Lessons in the service sector. Harvard Bus. Rev. 65(2) 118-127.
7. Heskett, J. L., T. O. Jones, G. W. Loveman, W. E. Sasser, L. A. Schlesinger. 1994. Putting the service-profit chain to work. Harvard Bus. Rev. 94(2) 162-173.
8. Louviere, J. J., D. A. Hensher, J. D. Swait. 2000. Stated Choice Methods: Analysis and Application. Cambridge University Press, Cambridge, UK.
9. Roth, A. V., L. J. Menor. 2003. Insights into service operations management: A research agenda. Production Oper. Management 12(2) 145-164.
10. Sasser, W. E., R. P. Olsen, D. D. Wyckoff. 1978. Management of Service Operations. Allyn and Bacon, Boston.
11. Verma, R., G. Plashka, J. Louviere. 2002. Understanding customer choices. Cornell Hotel Restaurant Admin. Quart. 43(6) 15-24.
12. Wedel, M.,W. Kamakura. 2000. Market Segmentation. Kluwer, London.
13. Wind, J., P. E. Green, D. Shifflet, M. Scarbrough. 1989. Courtyard by Marriott: Designing a hotel facility with consumer-based marketing models. Interfaces 19(1) 25-47.