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Setting Customer Expectation in Service Delivery: An Integrated Marketing-Operations Perspective

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Cited by:

  1. Tang, Christopher S., 2010. "A review of marketing-operations interface models: From co-existence to coordination and collaboration," International Journal of Production Economics, Elsevier, vol. 125(1), pages 22-40, May.
  2. Xuchuan Yuan & Tinglong Dai & Lucy Gongtao Chen & Srinagesh Gavirneni, 2021. "Co-Opetition in Service Clusters with Waiting-Area Entertainment," Manufacturing & Service Operations Management, INFORMS, vol. 23(1), pages 106-122, 1-2.
  3. Kut C. So, 2000. "Price and Time Competition for Service Delivery," Manufacturing & Service Operations Management, INFORMS, vol. 2(4), pages 392-409, April.
  4. Ruth N. Bolton & Katherine N. Lemon & Matthew D. Bramlett, 2006. "The Effect of Service Experiences over Time on a Supplier's Retention of Business Customers," Management Science, INFORMS, vol. 52(12), pages 1811-1823, December.
  5. Jie (Jack) He & Tingting Liu & Jeffry Netter & Tao Shu, 2020. "Expectation Management in Mergers and Acquisitions," Management Science, INFORMS, vol. 66(3), pages 1205-1226, March.
  6. Qingren He & Taiwei Shi & Ping Wang, 2022. "Mathematical Modeling of Pricing and Service in the Dual Channel Supply Chain Considering Underservice," Mathematics, MDPI, vol. 10(6), pages 1-15, March.
  7. Weixin Shang & Liming Liu, 2011. "Promised Delivery Time and Capacity Games in Time-Based Competition," Management Science, INFORMS, vol. 57(3), pages 599-610, March.
  8. Tong Wang & Beril L. Toktay, 2008. "Inventory Management with Advance Demand Information and Flexible Delivery," Management Science, INFORMS, vol. 54(4), pages 716-732, April.
  9. Harish Guda & Milind Dawande & Ganesh Janakiraman, 2023. "The economics of process transparency," Production and Operations Management, Production and Operations Management Society, vol. 32(6), pages 1812-1829, June.
  10. Zhennan Yuan & Jin Qin & Xiaoming Yan & Yugang Yu, 2022. "Compensation policy for delivery delay in online retailing," Operational Research, Springer, vol. 22(4), pages 3869-3900, September.
  11. Gagnon-Bartsch, Tristan & Bushong, Benjamin, 2022. "Learning with misattribution of reference dependence," Journal of Economic Theory, Elsevier, vol. 203(C).
  12. 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.
  13. 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.
  14. Wang, Huanzhang & Liu, Honglei & Kim, Sang Jin & Kim, Kyung Hoon, 2019. "Sustainable fashion index model and its implication," Journal of Business Research, Elsevier, vol. 99(C), pages 430-437.
  15. Liu Yang & Francis de Véricourt & Peng Sun, 2014. "Time-Based Competition with Benchmark Effects," Manufacturing & Service Operations Management, INFORMS, vol. 16(1), pages 119-132, February.
  16. Zhu, Xiaowei, 2016. "Managing the risks of outsourcing: Time, quality and correlated costs," Transportation Research Part E: Logistics and Transportation Review, Elsevier, vol. 90(C), pages 121-133.
  17. Philipp Afèche & Opher Baron & Yoav Kerner, 2013. "Pricing Time-Sensitive Services Based on Realized Performance," Manufacturing & Service Operations Management, INFORMS, vol. 15(3), pages 492-506, July.
  18. Jalili Marand, Ata & Tang, Ou & Li, Hongyan, 2019. "Quandary of service logistics: Fast or reliable?," European Journal of Operational Research, Elsevier, vol. 275(3), pages 983-996.
  19. Piccoli, Gabriele & Lui, Tsz-Wai & Grün, Bettina, 2017. "The impact of IT-enabled customer service systems on service personalization, customer service perceptions, and hotel performance," Tourism Management, Elsevier, vol. 59(C), pages 349-362.
  20. Jose A. Guajardo & Morris A. Cohen, 2018. "Service Differentiation and Operating Segments: A Framework and an Application to After-Sales Services," Manufacturing & Service Operations Management, INFORMS, vol. 20(3), pages 440-454, July.
  21. Salunke, Sandeep & Weerawardena, Jay & McColl-Kennedy, Janet R., 2013. "Competing through service innovation: The role of bricolage and entrepreneurship in project-oriented firms," Journal of Business Research, Elsevier, vol. 66(8), pages 1085-1097.
  22. Sharafali, Moosa & Tarakci, Hakan & Kulkarni, Shailesh & Razack Shahul Hameed, Raja Abdul, 2019. "Optimal delivery due date for a supplier with an unreliable machine under outsourced maintenance," International Journal of Production Economics, Elsevier, vol. 208(C), pages 53-68.
  23. Altendorfer, Klaus & Jodlbauer, Herbert, 2011. "Which utilization and service level lead to the maximum EVA?," International Journal of Production Economics, Elsevier, vol. 130(1), pages 16-26, March.
  24. Ryan W. Buell & Dennis Campbell & Frances X. Frei, 2021. "The Customer May Not Always Be Right: Customer Compatibility and Service Performance," Management Science, INFORMS, vol. 67(3), pages 1468-1488, March.
  25. Yeh, Chien Chi & Ku, Edward C.S. & Ho, Ching Hua, 2016. "Collaborating pivotal suppliers: Complementarities, flexibility, and standard communication between airline companies and travel agencies," Journal of Air Transport Management, Elsevier, vol. 55(C), pages 92-101.
  26. Qiuping Yu & Gad Allon & Achal Bassamboo, 2021. "The Reference Effect of Delay Announcements: A Field Experiment," Management Science, INFORMS, vol. 67(12), pages 7417-7437, December.
  27. Boutselis, Petros & McNaught, Ken, 2014. "Finite-Time Horizon Logistics Decision Making Problems: Consideration of a Wider Set of Factors," Chapters from the Proceedings of the Hamburg International Conference of Logistics (HICL), in: Blecker, Thorsten & Kersten, Wolfgang & Ringle, Christian M. (ed.), Innovative Methods in Logistics and Supply Chain Management: Current Issues and Emerging Practices. Proceedings of the Hamburg International Conferenc, volume 19, pages 249-274, Hamburg University of Technology (TUHH), Institute of Business Logistics and General Management.
  28. Xu, He & Yao, Nian & Tong, Shilu, 2013. "Sourcing under cost information asymmetry when facing time-sensitive customers," International Journal of Production Economics, Elsevier, vol. 144(2), pages 599-609.
  29. Urban, Timothy L., 2009. "Establishing delivery guarantee policies," European Journal of Operational Research, Elsevier, vol. 196(3), pages 959-967, August.
  30. Praveen K. Kopalle & Donald R. Lehmann, 2006. "Setting Quality Expectations When Entering a Market: What Should the Promise Be?," Marketing Science, INFORMS, vol. 25(1), pages 8-24, 01-02.
  31. Dennis Campbell & Frances Frei, 2011. "Market Heterogeneity and Local Capacity Decisions in Services," Manufacturing & Service Operations Management, INFORMS, vol. 13(1), pages 2-19, April.
  32. Abduh Sayid Albana & Yannick Frein & Ramzi Hammami, 2016. "Study of Client Reject Policies under Lead-Time and Price Dependent Demand," Working Papers hal-01250835, HAL.
  33. Xiaowei Zhu, 2017. "Outsourcing management under various demand Information Sharing scenarios," Annals of Operations Research, Springer, vol. 257(1), pages 449-467, October.
  34. Zhao, Jing & Wang, Lisha, 2015. "Pricing and retail service decisions in fuzzy uncertainty environments," Applied Mathematics and Computation, Elsevier, vol. 250(C), pages 580-592.
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