Quality-speed conundrum: Trade-offs in customer-intensive services

Management Science

Volumn 57, Issue 1, 2011, Pages 40-56

  Anand, Krishnan S ^a   Paç, M Fazil ^b   Veeraraghavan, Senthil ^b  

^a UNIVERSITY OF UTAH   (United States)

^b UNIVERSITY OF PENNSYLVANIA   (United States)

Author keywords

Cost disease; Queueing games; Service operations; Strategic customers

Indexed keywords

DELAY COSTS; EQUILIBRIUM PRICE; PRICE INCREASE; QUEUEING GAMES; SERVICE OPERATIONS; SERVICE PROVIDER; SERVICE QUALITY; SERVICE RATES; SERVICE SPEED; SERVICE TIME; SERVICE-BASED; STRATEGIC CUSTOMERS;

COSTS; CUSTOMER SATISFACTION; ECONOMIC AND SOCIAL EFFECTS; QUEUEING THEORY; SPEED;

SALES;

EID: 79551693387     PISSN: 00251909     EISSN: 15265501     Source Type: Journal    
DOI: 10.1287/mnsc.1100.1250     Document Type: Article

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