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Operational Impact of Service Innovations in Multi-Step Service Systems

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  • Chunyang Tong
  • Mahesh Nagarajan
  • Yuan Cheng

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Suggested Citation

  • Chunyang Tong & Mahesh Nagarajan & Yuan Cheng, 2016. "Operational Impact of Service Innovations in Multi-Step Service Systems," Production and Operations Management, Production and Operations Management Society, vol. 25(5), pages 833-848, May.
    • Handle: RePEc:bla:popmgt:v:25:y:2016:i:5:p:833-848
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    File URL: http://hdl.handle.net/10.1111/poms.12508
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    Cited by:

    1. Jiban Khuntia & Raveesh Mayya & Sunil Mithas & Ritu Agarwal, 2021. "Managing Cellphone Services for Customer Satisfaction: Evidence from the Base‐of‐the‐Pyramid Markets," Production and Operations Management, Production and Operations Management Society, vol. 30(2), pages 438-450, February.
    2. Ioannis Bellos & Stylianos Kavadias, 2019. "When Should Customers Control Service Delivery? Implications for Service Design," Production and Operations Management, Production and Operations Management Society, vol. 28(4), pages 890-907, April.
    3. Sun, Mingyao & Chai, Qiangfei & Ng, Chi To, 2023. "Managing the quality-speed tradeoff in blockchain-supported healthcare diagnostic services," Omega, Elsevier, vol. 120(C).
    4. Ioannis Bellos & Stylianos Kavadias, 2021. "Service Design for a Holistic Customer Experience: A Process Framework," Management Science, INFORMS, vol. 67(3), pages 1718-1736, March.
    5. Dewi Mustikaningsih & Martha Fani Cahyandito & Umi Kaltum & Sri Sarjana, 2019. "Building Business Performance through Partnership Strategy Model: Evidence from Renewable Energy Industry in Indonesia," International Journal of Energy Economics and Policy, Econjournals, vol. 9(5), pages 297-307.
    6. Li, Xin & Li, Qingying & Guo, Pengfei, 2021. "Time-based or fixed-fee? How to penalize cancellation of orders of car-hailing applications," International Journal of Production Economics, Elsevier, vol. 232(C).
    7. Sun, Mingyao & Ng, Chi To & Wu, Feng & Cheng, T.C.E., 2022. "Optimization of after-sales services with spare parts consumption and repairman travel," International Journal of Production Economics, Elsevier, vol. 244(C).

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