Assessing the impact of failures in service operations using experimental design with simulation

Author： Gliatis Vassilis   Minis Ioannis   Lavasa Kiriaki Myrto  

Publisher： Emerald Group Publishing Ltd

ISSN： 0265-671X

Source： International Journal of Quality & Reliability Management, Vol.30, Iss.1, 2013-01, pp. : 23-46

Disclaimer: Any content in publications that violate the sovereignty, the constitution or regulations of the PRC is not accepted or approved by CNPIEC.

Previous Menu Next

Abstract

Related content

Determining and assessing the determinants of e-service operations

By Surjadjaja Heston   Ghosh Sid   Antony Jiju  

Managing Service Quality, Vol. 13, Iss. 1, 2003-02 ,pp. : 39-53

Emerald Group Publishing Ltd

Access to resources Recommend Favorite

Using reliability tools in service operations

By Hensley Rhonda L.   Utley Joanne S.  

International Journal of Quality & Reliability Management, Vol. 28, Iss. 5, 2011-05 ,pp. : 587-598

Emerald Group Publishing Ltd

Access to resources Recommend Favorite

Optimal service design: integrating marketing and operations perspectives

By Pullman Madeleine E   Moore William L  

International Journal of Service Industry Management, Vol. 10, Iss. 2, 1999-02 ,pp. : 239-261

Emerald Group Publishing Ltd

Access to resources Recommend Favorite

The impact of service failures on customer loyalty: The moderating role of affective commitment

By Mattila Anna S  

International Journal of Service Industry Management, Vol. 15, Iss. 2, 2004-02 ,pp. : 134-149

Emerald Group Publishing Ltd

Access to resources Recommend Favorite

Reengineering call centre operations using simulation

By Min Hokey   Yu Vincent  

International Journal of Services Technology and Management, Vol. 9, Iss. 1, 2008-01 ,pp. : 71-78

Inderscience Publishers

Access to resources Recommend Favorite