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Service Operations

This class was created by Brainscape user Deleted Deleted. Visit their profile to learn more about the creator.

By: Deleted Deleted
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Decks in this class (10)

1.1 The service concept: the missing link in service design research - Goldstein
New service development nsd,
Service design,
Service innovation
24  cards
1.2 Insights into service operations management: a research agenda - Roth
Service encounters,
Moments of truth,
Target markets
18  cards
1.3 Service research priorities in a rapidly changing context - Ostrom
Three strategic priorities,
Three design delivery priorities,
Two value creation priorities
6  cards
3.1 The psychology of waiting lines - Maister
S p e,
Three things a service manager mu...,
Halo effect second law of service
4  cards
3.2 When filling the wait makes it feel longer: a paradigm shift perspective for managing online delay - Hong
Waiting on the internet,
Memory based models,
Factors that influence the amount...
9  cards
4.1 Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments - Cronin
Customer satisfaction,
Determinants of overall customer ...,
Figure 1 all models
3  cards
5.1 Pipelines, platforms, and the new rules of strategy - Van Alstyne
Four types of players in the ecos...,
Pipeline business,
Three key shifts to move from pip...
7  cards
5.2 Controlling and enabling practices to manage supply in online service triads - Van Kalsbeek
Four main categories of controlli...,
Service triad,
Contractual governance
6  cards
6.1 Manufacturer-supplier relationships and service performance in service triads - Karatzas
Inter firm relationship,
The propositions with product ser...,
Three contributions of research
6  cards
Chapter 11: Capacity management
Four basic capacity strategies
1  cards

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Service Operations

  • Class purpose General learning

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