October 2016
Intermediate to advanced
153 pages
4h 18m
English
Content preview from Designing Service Processes to Unlock Value, Second Edition
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Allon, G., A. Federgruen, and M. Pierson. 2011. “How Much Is a Reduction of Your Customers’ Wait Worth? An Empirical Study of the Fast-Food Drive-Thru Industry Based on Structural Estimation Models.” Manufacturing & Service Operations Management 13, no. 4, pp. 489–507.
Anand, K.S., M.F. Pac, and S. Veeraraghavan. 2011. “Quality-Speed Conundrum: Trade-Offs in Customer-Intensive Services.” Management Science 57, no. 1, pp. 40–56.
Antorini, Y.M., A.M. Muniz, Jr., and T. Askildsen. 2012. “Collaborating with Customer Communities: Lessons from the Lego Group.” MIT Sloan Management Review 53, no. 3, pp. 73–79.
Anupindi, R., S. Chopra, S.D. Deshmukh, J.A. Van Mieghem, and E. Zemel, 2012. Managing Business Process Flows. 3rd ed. Upper Saddle ...
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