References

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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 ...

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