Abstract
Prior research on service recovery has been primarily anecdotal. We provide analytical models based on 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 | English |
|---|---|
| Pages | 2255-2260 |
| Number of pages | 6 |
| State | Published - 2003 |
| Event | 34th Annual Meeting of the Decision Sciences Institute - Washington, DC, United States Duration: Nov 22 2003 → Nov 25 2003 |
Conference
| Conference | 34th Annual Meeting of the Decision Sciences Institute |
|---|---|
| Country/Territory | United States |
| City | Washington, DC |
| Period | 11/22/03 → 11/25/03 |
Keywords
- Reliability
- Service recovery