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Configuring Service Operations in Accordance With Customer Needs and Preferences

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dc.contributor.authorVerma, Rohit
dc.contributor.authorThompson, Gary M.
dc.contributor.authorLouviere, Jordan J.
dc.date.accessioned2020-09-12T21:11:22Z
dc.date.available2020-09-12T21:11:22Z
dc.date.issued1999-01-01
dc.description.abstractThis study presents an approach for effective service operations management by integrating market-based objectives and operating decisions of managers. This approach is based on constructs from operations management, econometrics, and marketing and can be used by managers to make better decisions about product/service design and positioning services according to market needs. Empirical data for this study were collected from the pizza delivery industry in a large metropolitan area in the western United States. Pizza delivery profiles were experimentally designed based on seven attributes: promised delivery time, actual delivery time, pizza variety, pizza temperature, money-back guarantee, price, and discount. An econometric procedure known as probabilistic discrete choice analysis was used to identify the customer pizza choice patterns and managers’ perceptions of customer choice patterns. The results show how customers trade off among different attributes when choosing a pizza delivery company. Managers can use this information to position their operations according to customer needs.
dc.description.legacydownloadsVerma65_Configuring_Service_Operations.pdf: 746 downloads, before Aug. 1, 2020.
dc.identifier.other6325263
dc.identifier.urihttps://hdl.handle.net/1813/72302
dc.language.isoen_US
dc.relation.doihttps://doi.org/10.1177/109467059913007
dc.rightsRequired Publisher Statement: © SAGE. DOI: 10.1177/109467059913007. Final version published as: Verma, R., Thompson, G. M., & Louviere, J. J. (1999). Configuring service operations in accordance with customer needs and preferences. Journal of Service Research, 1(3), 262-274. Reprinted with permission. All rights reserved.
dc.subjectservice operations management
dc.subjectcustomer needs
dc.subjectcustomer preferences
dc.subjectpizza delivery industry
dc.titleConfiguring Service Operations in Accordance With Customer Needs and Preferences
dc.typearticle
local.authorAffiliationVerma, Rohit: rv54@cornell.edu Cornell University
local.authorAffiliationThompson, Gary M.: Cornell University
local.authorAffiliationLouviere, Jordan J.: University of Sydney

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