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dc.contributor.authorPullman, Madeleine E.
dc.contributor.authorGoodale, John C.
dc.contributor.authorVerma, Rohit
dc.description.abstract[Excerpt] The purpose of this chapter is to present a model that integrates customer preferences and service design. In response to the need for interdisciplinary service management research, we present a framework that specifies the key elements of an integrated market utility-based model (MUM) and a method for determining optimal service designs based on customer needs and preferences. We also explore the relationships among revenue, capacity costs, and those service design attributes that have significant operational consequences. Our model builds on the topics we have described and integrates customer utility models that are commonly used in market research with capacity variables and their corresponding costs that are typical operations management issues. The proposed method is general and can be adapted for different types of service operations.
dc.rightsRequired Publisher Statement: © SAGE. Reprinted with permission. All rights reserved.
dc.subjectservice design
dc.subjectcustomer preferences
dc.subjectutility-based model
dc.subjectoperations management
dc.titleService Capacity Design With an Integrated Market Utility-Based Method
dc.description.legacydownloadsVerma79_Service_Capacity_Design001.pdf: 436 downloads, before Aug. 1, 2020.
local.authorAffiliationPullman, Madeleine E.: Southern Methodist University
local.authorAffiliationGoodale, John C.: Ball State University
local.authorAffiliationVerma, Rohit: Cornell University

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