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Value Creation in Service Delivery: Relating Market Segmentation, Incentives, and Operational Performance
16 references·4 citing·48 second hop
Value Creation in Service Delivery: Relating Market Segmentation, Incentives, and Operational Performance (2004)Value Creation in Service Delivery: Relat…Dimensioning Large Call Centers (2004)Dimensioning Large Call Cente…Gatekeepers and Referrals in Services (2003)Gatekeepers and Referrals in …Customer Profitability in a Supply Chain (2001)Customer Profitability in a S…The Efficiency-Quality Trade-Off of Cross-Trained Workers (2000)The Efficiency-Quality Trade-…Customer profitability analysis: Measurement, concentration, and research directions (1999)Customer profitability analys…Customer lifetime value: Marketing models and applications (1998)Customer lifetime value: Mark…Segmentation based on customer profitability — retrospective analysis of retail bank customer bases (1997)Segmentation based on custome…Customization of the service experience: the role of the frontline employee (1996)Customization of the service …Commonalities in Reengineered Business Processes: Models and Issues (1996)Commonalities in Reengineered…Compensation Plans for Single- and Multi-Product Salesforces: An Application of the Holmstrom-Milgrom Model (1993)Compensation Plans for Single…An Analysis of the Principal-Agent Problem (1992)An Analysis of the Principal-…Multitask Principal–Agent Analyses: Incentive Contracts, Asset Ownership, and Job Design (1991)Multitask Principal–Agent Ana…Optimal Incentive-Compatible Priority Pricing for the M/M/1 Queue (1990)Optimal Incentive-Compatible …Handbooks in operations research and management science (1989)Handbooks in operations resea…Salesforce Compensation Plans: An Agency Theoretic Perspective (1985)Salesforce Compensation Plans…An Analysis of the Principal-Agent Problem (1983)An Analysis of the Principal-…The multi-item newsvendor model with cross-selling and the solution when demand is jointly normally distributed (2014)The multi-item newsvendor mod…Revenue Management Through Dynamic Cross Selling in Call Centers (2010)Revenue Management Through Dy…Cross-Selling in a Call Center with a Heterogeneous Customer Population (2009)Cross-Selling in a Call Cente…Note—A Mathematical Model for Evaluating Cross-Sales Policies in Telephone Service Centers (2007)Note—A Mathematical Model for…Cross-Functional “Coopetition”: The Simultaneous Role of Cooperation and Competition Within Firms (2006)Interfirm Relational Drivers of Customer Value (2008)Cost Accounting: A Managerial Emphasis, (2010)When Should the Customer Really Be King? On the Optimum Level of Salesperson Customer Orientation in Sales Encounters (2011)Journal of Management Accounting Research (2012)A Conceptual Model of Service Quality and Its Implications for Future Research (1985)Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)Basics of Qualitative Research (1992)Rethinking Service Recovery Strategies (2003)A Consumer Perspective of E-Service Quality (2005)The central role of knowledge integration capability in service innovation-based competitive strategy (2018)The Regulation of Queue Size by Levying Tolls (1969)Capacity Choice and Allocation: Strategic Behavior and Supply Chain Performance (1999)Pricing of Conspicuous Goods: A Competitive Analysis of Social Effects (2005)On-Demand Service Platforms (2016)Principles of Marketing (1972)Brand Loyalty Vs. Repeat Purchasing Behavior (1973)The Commitment-Trust Theory of Relationship Marketing (1994)A Customer Lifetime Value Framework for Customer Selection and Resource Allocation Strategy (2004)Valuing Customers (2004)Creating Enduring Customer Value (2016)The Economic Theory of Agency: The Principal's Problem. (1973)Moral Hazard and Observability (1979)Good News and Bad News: Representation Theorems and Applications (1981)Incomplete Contracts and Renegotiation (1988)Managerial Incentive Problems: A Dynamic Perspective (1999)The Theory of Incentives: The Principal-Agent Model (2001)The Nature of the Firm (1937)The choice of organizational form The case of franchising (1987)The Economic Institutions of Capitalism (1987)Fairness and Retaliation: The Economics of Reciprocity (2000)The New Institutional Economics: Taking Stock, Looking Ahead (2000)Intrinsic and Extrinsic Motivation (2003)Heavy-Traffic Limits for Queues with Many Exponential Servers (1981)Introduction to Queueing Theory. (1982)Designing a Call Center with Impatient Customers (2002)On Customer Contact Centers with a Call-Back Option: Customer Decisions, Routing Rules, and System Design (2004)Call Centers with Impatient Customers: Many-Server Asymptotics of the M/M/n + G Queue (2005)Coping with Time‐Varying Demand When Setting Staffing Requirements for a Service System (2007)Closed-Loop Supply Chain Models with Product Remanufacturing (2004)Investor Sentiment and the Cross‐Section of Stock Returns (2006)Perspectives in supply chain risk management (2006)Agency Relationships in Marketing: A Review of the Implications and Applications of Agency and Related Theories (1992)Integrating R&D and Marketing: A Review and Analysis of the Literature (1996)The Management of Customer-Contact Service Employees: An Empirical Investigation (1996)Using Cost Observation to Regulate Firms (1986)Incentives in Principal-Agent Relationships (1991)The Tenuous Trade‐off between Risk and Incentives (2002)
this work references cited by second hop

References

  • 1991Multitask Principal–Agent Analyses: Incentive Contracts, Asset Ownership, and Job Design6,042 cited
  • 1989Handbooks in operations research and management science2,388 cited
  • 1983An Analysis of the Principal-Agent Problem2,127 cited
  • 1992An Analysis of the Principal-Agent Problem1,913 cited
  • 1998Customer lifetime value: Marketing models and applications975 cited
  • 1985Salesforce Compensation Plans: An Agency Theoretic Perspective583 cited
  • 1990Optimal Incentive-Compatible Priority Pricing for the M/M/1 Queue548 cited
  • 2004Dimensioning Large Call Centers342 cited
  • 2001Customer Profitability in a Supply Chain329 cited
  • 1996Customization of the service experience: the role of the frontline employee321 cited
  • 1999Customer profitability analysis: Measurement, concentration, and research directions314 cited
  • 1993Compensation Plans for Single- and Multi-Product Salesforces: An Application of the Holmstrom-Milgrom Model234 cited
  • 2003Gatekeepers and Referrals in Services192 cited
  • 1997Segmentation based on customer profitability — retrospective analysis of retail bank customer bases157 cited
  • 1996Commonalities in Reengineered Business Processes: Models and Issues

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156 cited
  • 2000The Efficiency-Quality Trade-Off of Cross-Trained Workers141 cited
  • Cited by

    • 2009Cross-Selling in a Call Center with a Heterogeneous Customer Population32 cited
    • 2014The multi-item newsvendor model with cross-selling and the solution when demand is jointly normally distributed19 cited
    • 2007Note—A Mathematical Model for Evaluating Cross-Sales Policies in Telephone Service Centers19 cited
    • 2010Revenue Management Through Dynamic Cross Selling in Call Centers15 cited