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The Value Contribution of Service Capacity Management to the Company s Operations and Performance

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  • TANASE, George Cosmin

Abstract

For producing and delivering a specific service unit, certain service resources are necessary. The service capacity describes the amount of service resources which are available for service production and delivery. Due to the direct contact between these service resources and the customer (or their objects), which are integrated into the service process, a service provider can only deliver as many service units as service capacities are available. However, in every service setting there are often situations where there is a gap between demand and capacity, meaning the gap between the number of potential users of the service and the amount of service resources available.

Suggested Citation

  • TANASE, George Cosmin, 2014. "The Value Contribution of Service Capacity Management to the Company s Operations and Performance," Romanian Distribution Committee Magazine, Romanian Distribution Committee, vol. 5(4), pages 14-18, December.
    • Handle: RePEc:rdc:journl:v:5:y:2014:i:4:p:14-18
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    File URL: http://crd-aida.ro/RePEc/rdc/v5i4/3.pdf
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    References listed on IDEAS

    as
    1. Hur, Daesik & Mabert, Vincent A. & Bretthauer, K.M.Kurt M., 2004. "Real-time schedule adjustment decisions: a case study," Omega, Elsevier, vol. 32(5), pages 333-344, October.
    2. K.J. Klassen & T.R. Rohleder, 2001. "Combining Operations and Marketing to Manage Capacity and Demand in Services," The Service Industries Journal, Taylor & Francis Journals, vol. 21(2), pages 1-30, April.
    Full references (including those not matched with items on IDEAS)

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    More about this item

    Keywords

    Demand Level; Service Capacity; Resources; Perishability; Revenues; Customer Perception; Highly Competitive Market; Predictability; Demand Patterns;
    All these keywords.

    JEL classification:

    • D24 - Microeconomics - - Production and Organizations - - - Production; Cost; Capital; Capital, Total Factor, and Multifactor Productivity; Capacity
    • L80 - Industrial Organization - - Industry Studies: Services - - - General

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