Product customization and customer service costs: An empirical analysis

Manufacturing and Service Operations Management

Volumn 13, Issue 3, 2011, Pages 347-360

  Kumar, Anuj ^a   Telang, Rahul ^a  

^a CARNEGIE MELLON UNIVERSITY   (United States)

Author keywords

Call center; Customer service; Field study; Health insurance; Product cocreation; Product customization; Product familiarity

Indexed keywords

CALL CENTERS; CUSTOMER SERVICES; FIELD STUDY; PRODUCT COCREATION; PRODUCT CUSTOMIZATION; PRODUCT FAMILIARITY;

COST BENEFIT ANALYSIS; COSTS; HEALTH; HEALTH INSURANCE; INDUSTRY; PRODUCT DEVELOPMENT; SALES; STANDARDS;

CUSTOMER SATISFACTION;

EID: 79960536836     PISSN: 15234614     EISSN: 15265498     Source Type: Journal    
DOI: 10.1287/msom.1100.0325     Document Type: Article

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