Measuring the variance of customer waiting time in service operations

Purpose: Waiting lines and delays have become commonplace in service operations. As a result, customer waiting time guarantee is a widely used competition strategy in service industries. To implement waiting time guarantee strategy, managers need to not only know the average of waiting time, but als...

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Veröffentlicht in:Management decision
1. Verfasser: Zhao, Xiaofeng (VerfasserIn)
Weitere Verfasser: Hou, Jianrong (VerfasserIn), Gilbert, Kenneth C. (VerfasserIn)
Format: UnknownFormat
Sprache:eng
Veröffentlicht: 2014
Schlagworte:
Modelling > Operations management > Management techniques > Customer service > Management Scoemce > Speadsjeets > Aufsatz in Zeitschrift
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