eCommons

 

Managing Service Operations Based on Customer Preferences

Other Titles

Abstract

This article presents the results of a study using discrete choice analysis (DCA) in the dine-in pizza industry. DCA offers an effective approach for incorporating customer preferences into operating decisions in service businesses. Our results show how customers tradeoff among several determinant attributes (e.g. price, waiting time, quality) when choosing a dine-in pizza restaurant. The article also offers evidence that managers' perceptions of customer choice patterns are not the same as customers' actual choice patterns for the businesses we examined. Finally, we show how our results can be easily incorporated into a decision support system for structuring service operations according to customer preferences.

Journal / Series

Volume & Issue

Description

Sponsorship

Date Issued

1999-01-01

Publisher

Keywords

service operations; marketing; empirical studies; customer orientation; food industry

Location

Effective Date

Expiration Date

Sector

Employer

Union

Union Local

NAICS

Number of Workers

Committee Chair

Committee Co-Chair

Committee Member

Degree Discipline

Degree Name

Degree Level

Related Version

Related To

Related Part

Based on Related Item

Has Other Format(s)

Part of Related Item

Related To

Related Publication(s)

Link(s) to Related Publication(s)

References

Link(s) to Reference(s)

Previously Published As

Government Document

ISBN

ISMN

ISSN

Other Identifiers

Rights

Required Publisher Statement: © Emerald. DOI: 10.1108/01443579910280223. Final version published as: Verma, R., & Thompson, G. M. (1999). Managing service operations based on customer preferences. International Journal of Operations & Production Management, 19(9), 891-908. Reprinted with permission. All rights reserved.

Rights URI

Types

article

Accessibility Feature

Accessibility Hazard

Accessibility Summary

Link(s) to Catalog Record