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Cutting Corners and Working Overtime: Quality Erosion in the Service Industry

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Cited by:

  1. Claire Senot & Aravind Chandrasekaran & Peter T. Ward & Anita L. Tucker & Susan D. Moffatt-Bruce, 2016. "The Impact of Combining Conformance and Experiential Quality on Hospitals’ Readmissions and Cost Performance," Management Science, INFORMS, vol. 62(3), pages 829-848, March.
  2. Ignacio J. Martinez-Moyano & David P. McCaffrey & Rogelio Oliva, 2014. "Drift and Adjustment in Organizational Rule Compliance: Explaining the “Regulatory Pendulum” in Financial Markets," Organization Science, INFORMS, vol. 25(2), pages 321-338, April.
  3. Ryan W. Buell & Dennis Campbell & Frances X. Frei, 2016. "How Do Customers Respond to Increased Service Quality Competition?," Manufacturing & Service Operations Management, INFORMS, vol. 18(4), pages 585-607, October.
  4. Büşra Ergün‐Şahin & Evrim Didem Güneş & Ayşe Kocabıyıkoğlu & Ahmet Keskin, 2022. "How does workload affect test ordering behavior of physicians? An empirical investigation," Production and Operations Management, Production and Operations Management Society, vol. 31(6), pages 2664-2680, June.
  5. Scott F. Rockart & Kristin Wilson, 2019. "Learning in Cycles," Organization Science, INFORMS, vol. 30(1), pages 70-87, February.
  6. Diwas Singh KC, 2014. "Does Multitasking Improve Performance? Evidence from the Emergency Department," Manufacturing & Service Operations Management, INFORMS, vol. 16(2), pages 168-183, May.
  7. Oliva, Rogelio, 2003. "Model calibration as a testing strategy for system dynamics models," European Journal of Operational Research, Elsevier, vol. 151(3), pages 552-568, December.
  8. Hazhir Rahmandad & Nelson Repenning, 2016. "Capability erosion dynamics," Strategic Management Journal, Wiley Blackwell, vol. 37(4), pages 649-672, April.
  9. Michael Freeman & Nicos Savva & Stefan Scholtes, 2017. "Gatekeepers at Work: An Empirical Analysis of a Maternity Unit," Management Science, INFORMS, vol. 63(10), pages 3147-3167, October.
  10. Zeynep Ton, 2008. "The Effect of Labor on Profitability: The Role of Quality," Harvard Business School Working Papers 09-040, Harvard Business School, revised Jul 2009.
  11. Siti Subaryani Binti Zainol & Suhaili binti Mohd Hussin & Maisarah Syazwani binti Othman, 2016. "Determinants of Employee Engagement in Hotel Industry in Malaysia. A Theoretical Mode," International Journal of Academic Research in Accounting, Finance and Management Sciences, Human Resource Management Academic Research Society, International Journal of Academic Research in Accounting, Finance and Management Sciences, vol. 6(3), pages 1-9, July.
  12. Paulo Gonçalves, 2022. "Back to basics: fundamental principles of system dynamics and queueing theory," System Dynamics Review, System Dynamics Society, vol. 38(1), pages 81-92, January.
  13. Masha Shunko & Julie Niederhoff & Yaroslav Rosokha, 2018. "Humans Are Not Machines: The Behavioral Impact of Queueing Design on Service Time," Management Science, INFORMS, vol. 64(1), pages 453-473, January.
  14. Desheng Dash Wu & David L. Olson, 2014. "A System Dynamics Modelling of Contagion Effects in Accounts Risk Management," Systems Research and Behavioral Science, Wiley Blackwell, vol. 31(4), pages 502-511, July.
  15. Robert J. Batt & Christian Terwiesch, 2017. "Early Task Initiation and Other Load-Adaptive Mechanisms in the Emergency Department," Management Science, INFORMS, vol. 63(11), pages 3531-3551, November.
  16. Vasiliki Kostami & Sampath Rajagopalan, 2014. "Speed–Quality Trade-Offs in a Dynamic Model," Manufacturing & Service Operations Management, INFORMS, vol. 16(1), pages 104-118, February.
  17. López, Luis & Zúñiga, Roy, 2014. "Dynamics of judicial service supply chains," Journal of Business Research, Elsevier, vol. 67(7), pages 1447-1454.
  18. Yee, Rachel W.Y. & Yeung, Andy C.L. & Cheng, T.C.E., 2011. "The service-profit chain: An empirical analysis in high-contact service industries," International Journal of Production Economics, Elsevier, vol. 130(2), pages 236-245, April.
  19. Bartikowski, Boris & Walsh, Gianfranco, 2011. "Investigating mediators between corporate reputation and customer citizenship behaviors," Journal of Business Research, Elsevier, vol. 64(1), pages 39-44, January.
  20. Ahmed Khwaja & Nathan Yang, 2022. "Quantifying the link between employee engagement, and customer satisfaction and retention in the car rental industry," Quantitative Marketing and Economics (QME), Springer, vol. 20(3), pages 275-292, September.
  21. van Ackere, Ann & Haxholdt, Christian & Larsen, Erik R., 2013. "Dynamic capacity adjustments with reactive customers," Omega, Elsevier, vol. 41(4), pages 689-705.
  22. Hummy Song & Anita L. Tucker & Karen L. Murrell, 2015. "The Diseconomies of Queue Pooling: An Empirical Investigation of Emergency Department Length of Stay," Management Science, INFORMS, vol. 61(12), pages 3032-3053, December.
  23. Inghels, Dirk & Dullaert, Wout & Raa, Birger & Walther, Grit, 2016. "Influence of composition, amount and life span of passenger cars on end-of-life vehicles waste in Belgium: A system dynamics approach," Transportation Research Part A: Policy and Practice, Elsevier, vol. 91(C), pages 80-104.
  24. Evanschitzky, Heiner & Wangenheim, Florian v. & Wünderlich, Nancy V., 2012. "Perils of Managing the Service Profit Chain: The Role of Time Lags and Feedback Loops," Journal of Retailing, Elsevier, vol. 88(3), pages 356-366.
  25. T-S Jan & C-T Hsiao, 2004. "A four-role model of the automotive industry development in developing countries: a case in Taiwan," Journal of the Operational Research Society, Palgrave Macmillan;The OR Society, vol. 55(11), pages 1145-1155, November.
  26. Mirko Kremer & Francis de Véricourt, 2022. "Mismanaging diagnostic accuracy under congestion," ESMT Research Working Papers ESMT-22-01, ESMT European School of Management and Technology.
  27. Ali Akhavan & Paulo Gonçalves, 2021. "Managing the trade‐off between groundwater resources and large‐scale agriculture: the case of pistachio production in Iran," System Dynamics Review, System Dynamics Society, vol. 37(2-3), pages 155-196, April.
  28. Nicholas C. Georgantzas & Evangelos G. Katsamakas, 2008. "Information systems research with system dynamics," System Dynamics Review, System Dynamics Society, vol. 24(3), pages 247-264, September.
  29. Pernilla Broberg & Torbjörn Tagesson & Timur Uman, 2020. "Antecedents of Psychological Well-Being among Swedish Audit Firm Employees," IJERPH, MDPI, vol. 17(10), pages 1-12, May.
  30. A. Georges L. Romme, 2003. "Making a Difference: Organization as Design," Organization Science, INFORMS, vol. 14(5), pages 558-573, October.
  31. Maria R. Ibanez & Michael W. Toffel, 2020. "How Scheduling Can Bias Quality Assessment: Evidence from Food-Safety Inspections," Management Science, INFORMS, vol. 66(6), pages 2396-2416, June.
  32. Ryan W. Buell & Tami Kim & Chia-Jung Tsay, 2017. "Creating Reciprocal Value Through Operational Transparency," Management Science, INFORMS, vol. 63(6), pages 1673-1695, June.
  33. Yuqian Xu & Tom Fangyun Tan & Serguei Netessine, 2022. "The Impact of Workload on Operational Risk: Evidence from a Commercial Bank," Management Science, INFORMS, vol. 68(4), pages 2668-2693, April.
  34. Öhman, Mikael & Finne, Max & Holmström, Jan, 2015. "Measuring service outcomes for adaptive preventive maintenance," International Journal of Production Economics, Elsevier, vol. 170(PB), pages 457-467.
  35. Edward G. Anderson, 2011. "A dynamic model of counterinsurgency policy including the effects of intelligence, public security, popular support, and insurgent experience," System Dynamics Review, System Dynamics Society, vol. 27(2), pages 111-141, April.
  36. Ryan W. Buell & Michael I. Norton, 2011. "The Labor Illusion: How Operational Transparency Increases Perceived Value," Management Science, INFORMS, vol. 57(9), pages 1564-1579, February.
  37. Adam Powell & Sergei Savin & Nicos Savva, 2012. "Physician Workload and Hospital Reimbursement: Overworked Physicians Generate Less Revenue per Patient," Manufacturing & Service Operations Management, INFORMS, vol. 14(4), pages 512-528, October.
  38. Delasay, Mohammad & Ingolfsson, Armann & Kolfal, Bora & Schultz, Kenneth, 2019. "Load effect on service times," European Journal of Operational Research, Elsevier, vol. 279(3), pages 673-686.
  39. Hauser, Matthias & Flath, Christoph M. & Thiesse, Frédéric, 2021. "Catch me if you scan: Data-driven prescriptive modeling for smart store environments," European Journal of Operational Research, Elsevier, vol. 294(3), pages 860-873.
  40. Shrihari Sridhar & Clay Voorhees & Srinath Gopalakrishna, 2015. "Assessing the Drivers of Short- and Long-Term Outcomes at Business Trade Shows," Customer Needs and Solutions, Springer;Institute for Sustainable Innovation and Growth (iSIG), vol. 2(3), pages 222-229, September.
  41. Miles M Yang & Feifei Yang & Tingru Cui & Ying-Chu Cheng, 2019. "Analysing the dynamics of mental models using causal loop diagrams," Australian Journal of Management, Australian School of Business, vol. 44(3), pages 495-512, August.
  42. Soroush Saghafian & Lina D. Song & Ali S. Raja, 2022. "Towards a more efficient healthcare system: Opportunities and challenges caused by hospital closures amid the COVID-19 pandemic," Health Care Management Science, Springer, vol. 25(2), pages 187-190, June.
  43. Ryan W. Buell & Tami Kim & Chia-Jung Tsay, 2014. "Creating Reciprocal Value Through Operational Transparency," Harvard Business School Working Papers 14-115, Harvard Business School, revised Sep 2015.
  44. Yan, Tingting & Rabinovich, Elliot & Dooley, Kevin & Evers, Philip T., 2010. "Managing backlog variation in order fulfillment: The case of Internet retailers," International Journal of Production Economics, Elsevier, vol. 128(1), pages 261-268, November.
  45. Hardcopf, Rick & Gonçalves, Paulo & Linderman, Kevin & Bendoly, Elliot, 2017. "Short-term bias and strategic misalignment in operational solutions: Perceptions, tendencies, and traps," European Journal of Operational Research, Elsevier, vol. 258(3), pages 1004-1021.
  46. Roland T. Rust & Ming-Hui Huang, 2014. "The Service Revolution and the Transformation of Marketing Science," Marketing Science, INFORMS, vol. 33(2), pages 206-221, March.
  47. Fikru Kefyalew Alemayehu & Sigbjørn Landazuri Tveteraas, 2020. "Long-run labour flexibility in hospitality: A dynamic common correlated effects approach," Tourism Economics, , vol. 26(4), pages 704-718, June.
  48. Kumju Hwang & Bora Lee & Juhee Hahn, 2020. "Green Restaurant Consumers’ Pride and Social Healthy Narcissism Influencing Self-Actualization and Self-Transcendence That Drive Customer Citizenship Behavior," Sustainability, MDPI, vol. 12(24), pages 1-19, December.
  49. Chanho Song & Sungha Jang & Jennifer Wiggins & Edward Nowlin, 2019. "Does haste always make waste? Service quantity, service quality, and incentives in speed-intensive service firms," Service Business, Springer;Pan-Pacific Business Association, vol. 13(2), pages 289-304, June.
  50. Cavagnini, Rossana & Hewitt, Mike & Maggioni, Francesca, 2020. "Workforce production planning under uncertain learning rates," International Journal of Production Economics, Elsevier, vol. 225(C).
  51. John W. Boudreau, 2004. "50th Anniversary Article: Organizational Behavior, Strategy, Performance, and Design in Management Science," Management Science, INFORMS, vol. 50(11), pages 1463-1476, November.
  52. Udenio, Maximiliano & Fransoo, Jan C. & Peels, Robert, 2015. "Destocking, the bullwhip effect, and the credit crisis: Empirical modeling of supply chain dynamics," International Journal of Production Economics, Elsevier, vol. 160(C), pages 34-46.
  53. Florian Kapmeier & Andrew S. Greenspan & Andrew P. Jones & John D. Sterman, 2021. "Science‐based analysis for climate action: how HSBC Bank uses the En‐ROADS climate policy simulation," System Dynamics Review, System Dynamics Society, vol. 37(4), pages 333-352, October.
  54. Ludwig Kuntz & Roman Mennicken & Stefan Scholtes, 2015. "Stress on the Ward: Evidence of Safety Tipping Points in Hospitals," Management Science, INFORMS, vol. 61(4), pages 754-771, April.
  55. Yee, Rachel W.Y. & Yeung, Andy C.L. & Edwin Cheng, T.C., 2010. "An empirical study of employee loyalty, service quality and firm performance in the service industry," International Journal of Production Economics, Elsevier, vol. 124(1), pages 109-120, March.
  56. Negar Darabi & Niyousha Hosseinichimeh, 2020. "System dynamics modeling in health and medicine: a systematic literature review," System Dynamics Review, System Dynamics Society, vol. 36(1), pages 29-73, January.
  57. Rogelio Oliva, 2016. "Structural dominance analysis of large and stochastic models," System Dynamics Review, System Dynamics Society, vol. 32(1), pages 26-51, January.
  58. Lewin, Jeffrey E. & Biemans, Wim & Ulaga, Wolfgang, 2010. "Firm downsizing and satisfaction among United States and European customers," Journal of Business Research, Elsevier, vol. 63(7), pages 697-706, July.
  59. Song, Lina & Saghafian, Soroush, 2019. "Do Hospital Closures Improve the Efficiency and Quality of Other Hospitals?," Working Paper Series rwp19-006, Harvard University, John F. Kennedy School of Government.
  60. Jillian A. Berry Jaeker & Anita L. Tucker, 2017. "Past the Point of Speeding Up: The Negative Effects of Workload Saturation on Efficiency and Patient Severity," Management Science, INFORMS, vol. 63(4), pages 1042-1062, April.
  61. Roland T. Rust & Tuck Siong Chung, 2006. "Marketing Models of Service and Relationships," Marketing Science, INFORMS, vol. 25(6), pages 560-580, 11-12.
  62. Seyed Morteza Emadi & Bradley R. Staats, 2020. "A Structural Estimation Approach to Study Agent Attrition," Management Science, INFORMS, vol. 66(9), pages 4071-4095, September.
  63. Hummy Song & Anita L. Tucker & Karen L. Murrell & David R. Vinsonc, 2018. "Closing the Productivity Gap: Improving Worker Productivity Through Public Relative Performance Feedback and Validation of Best Practices," Management Science, INFORMS, vol. 64(6), pages 2628-2649, June.
  64. John Sterman, 2014. "Interactive web-based simulations for strategy and sustainability: The MIT Sloan LearningEdge management flight simulators, Part II," System Dynamics Review, System Dynamics Society, vol. 30(3), pages 206-231, July.
  65. Wenhui Zhou & Dongmei Wang & Weixiang Huang & Pengfei Guo, 2021. "To Pool or Not to Pool? The Effect of Loss Aversion on Queue Configurations," Production and Operations Management, Production and Operations Management Society, vol. 30(11), pages 4258-4272, November.
  66. Jair Andrade & Jim Duggan, 2021. "A Bayesian approach to calibrate system dynamics models using Hamiltonian Monte Carlo," System Dynamics Review, System Dynamics Society, vol. 37(4), pages 283-309, October.
  67. Jordahl, Henrik & Blix, Mårten & Moberg, Linda & Persson, Lovisa, 2023. "Time tracking in home care:Perceptions and reality," Working Papers 2023:6, Örebro University, School of Business.
  68. Florian Kapmeier & Paulo Gonçalves, 2018. "Wasted paradise? Policies for Small Island States to manage tourism‐driven growth while controlling waste generation: the case of the Maldives," System Dynamics Review, System Dynamics Society, vol. 34(1-2), pages 172-221, January.
  69. Gökçe Esenduran & John V. Gray & Burcu Tan, 2022. "A Dynamic Analysis of Supply Chain Risk Management and Extended Payment Terms," Production and Operations Management, Production and Operations Management Society, vol. 31(3), pages 1394-1417, March.
  70. Tilo Böhmann & Jan Leimeister & Kathrin Möslein, 2014. "Service Systems Engineering," Business & Information Systems Engineering: The International Journal of WIRTSCHAFTSINFORMATIK, Springer;Gesellschaft für Informatik e.V. (GI), vol. 6(2), pages 73-79, April.
  71. Edward G. Anderson & David R. Keith & Jose Lopez, 2023. "Opportunities for system dynamics research in operations management for public policy," Production and Operations Management, Production and Operations Management Society, vol. 32(6), pages 1895-1920, June.
  72. Jun Ye & Beibei Dong & Ju-Yeon Lee, 2017. "The long-term impact of service empathy and responsiveness on customer satisfaction and profitability: a longitudinal investigation in a healthcare context," Marketing Letters, Springer, vol. 28(4), pages 551-564, December.
  73. Federico Cosenz & Guido Noto, 2016. "Applying System Dynamics Modelling to Strategic Management: A Literature Review," Systems Research and Behavioral Science, Wiley Blackwell, vol. 33(6), pages 703-741, November.
  74. Krishnan S. Anand & M. Faz{i}l Paç & Senthil Veeraraghavan, 2011. "Quality-Speed Conundrum: Trade-offs in Customer-Intensive Services," Management Science, INFORMS, vol. 57(1), pages 40-56, January.
  75. Tom Fangyun Tan & Serguei Netessine, 2014. "When Does the Devil Make Work? An Empirical Study of the Impact of Workload on Worker Productivity," Management Science, INFORMS, vol. 60(6), pages 1574-1593, June.
  76. Sudharshan, Devanathan & Furrer, Olivier & Arakoni, Ramesh A., 2013. "Robust Imitation Strategies," FSES Working Papers 446, Faculty of Economics and Social Sciences, University of Freiburg/Fribourg Switzerland.
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  78. Felicjan Rydzak & Paul A. Monus, 2018. "Shaping organizational network structure to enable sustainable transformation," System Dynamics Review, System Dynamics Society, vol. 34(1-2), pages 255-283, January.
  79. Mackelprang, Alan W. & Jayaram, Jayanth & Xu, Kefeng, 2012. "The influence of types of training on service system performance in mass service and service shop operations," International Journal of Production Economics, Elsevier, vol. 138(1), pages 183-194.
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  81. Chen, Chien-Ming & Chuang, Howard Hao-Chun, 2023. "Time to shift the shift: Performance effects of within-day cumulative service encounters in retail stores," Omega, Elsevier, vol. 119(C).
  82. Sagnika Sen & T. S. Raghu & Ajay Vinze, 2009. "Demand Heterogeneity in IT Infrastructure Services: Modeling and Evaluation of a Dynamic Approach to Defining Service Levels," Information Systems Research, INFORMS, vol. 20(2), pages 258-276, June.
  83. Wang, Juite & Lai, Jung-Yu, 2020. "Exploring innovation diffusion of two-sided mobile payment platforms: A system dynamics approach," Technological Forecasting and Social Change, Elsevier, vol. 157(C).
  84. Kunz, Nathan & Reiner, Gerald & Gold, Stefan, 2014. "Investing in disaster management capabilities versus pre-positioning inventory: A new approach to disaster preparedness," International Journal of Production Economics, Elsevier, vol. 157(C), pages 261-272.
  85. Rogelio Oliva, 2020. "On structural dominance analysis," System Dynamics Review, System Dynamics Society, vol. 36(1), pages 8-28, January.
  86. Donghyun Choi & Yonghwi Noh & Jin Sung Rha, 2019. "Work pressure and burnout effects on emergency room operations: a system dynamics simulation approach," Service Business, Springer;Pan-Pacific Business Association, vol. 13(3), pages 433-456, September.
  87. Vincent de Gooyert, 2019. "Developing dynamic organizational theories; three system dynamics based research strategies," Quality & Quantity: International Journal of Methodology, Springer, vol. 53(2), pages 653-666, March.
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