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A MARKET UTILITY‐BASED MODEL FOR CAPACITY SCHEDULING IN MASS SERVICES
16 references·0 citing·42 second hop
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References

  • 1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality21,113 cited
  • 1983Classifying Services to Gain Strategic Marketing Insights1,994 cited
  • 1993The Voice of the Customer1,969 cited
  • 1983Design and Analysis of Simulated Consumer Choice or Allocation Experiments: An Approach Based on Aggregate Data1,397 cited
  • 2003Service Management: Operations, Strategy, Information Technology1,083 cited
  • 1987Service Positioning through Structural Change928 cited
  • 1979Where does the customer fit in a service operation?834 cited
  • 1986How can service businesses survive and prosper?740 cited
  • 2014Discrete Choice Analysis640 cited
  • 1981The Customer Contact Approach to Services: Theoretical Bases and Practical Extensions602 cited
  • 1989Analyzing Decision Making: Metric Conjoint Analysis569 cited
  • 1990Optimal Incentive-Compatible Priority Pricing for the M/M/1 Queue548 cited
  • 1989Organization and Customer: Managing Design and Coordination of Services435 cited
  • 1983The Customer Contact Model for Organization Design434 cited
  • 1988Analyzing Decision Making410 cited

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1995
Strategic Determinants of Service Quality and Performance: Evidence from the Banking Industry
331 cited

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