Abstract
Prior research substantiates the value of compensating customers for poor quality. However, little guidance has been provided for the recovery of errors while service delivery is in progress. The authors provide analytical models inspired by reliability theory to guide managers in allocating their investments in service recovery. Models are constructed to achieve four different objectives and converted to Lagrangian formulations for solution. Example solutions illustrate the contrast in investment allocations.
| Original language | American English |
|---|---|
| Journal | Journal of Service Research |
| Volume | 7 |
| DOIs | |
| State | Published - Feb 1 2005 |
Disciplines
- Operations and Supply Chain Management
- Business Administration, Management, and Operations
Keywords
- Analytical models
- Lagrangian formulations
- Reliability theory
- Service recovery
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