Optimizing service attributes: The seller's utility problem

Article Abstract:

The authors propose a heuristic for a nonlinear processes- hard service design problem that integrates realistic service delivery cost models with conjoint analysis. This leads to a seller's utility function that links expected profits to the intensity of the service's influential attributes. Service designers work to affect consumer quality perceptions through such nonlinear processes as employee recruitment and training, and scheduling.

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Optimizing service attributes: The seller's utility problem

Article Abstract:

The authors propose a heuristic for a nonlinear processes- hard service design problem that integrates realistic service delivery cost models with conjoint analysis. This leads to a seller's utility function that links expected profits to the intensity of the service's influential attributes. Service designers work to affect consumer quality perceptions through such nonlinear processes as employee recruitment and training, and scheduling.

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Schedule recovery: unplanned absences in service operations

Article Abstract:

Though absences are not planned, U.S. service sector loses 2.3 % of all labor hours planned and cost 20 % of payroll expense in some industries. Perfect attendance is very rare in services management. Services that are cheaper and less precise, such as call-ins and temporary help service are planned to recover absence recovery.

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