Value Creation in Service Delivery: Relating Market Segmentation, Incentives, and Operational Performance

@article{Gnes2004ValueCI,
  title={Value Creation in Service Delivery: Relating Market Segmentation, Incentives, and Operational Performance},
  author={Evrim Didem G{\"u}nes and O. Zeynep Aksin},
  journal={Manufacturing & Service Operations Management},
  year={2004},
  volume={6},
  pages={338-357}
}
This paper studies service-delivery design in settings where firms engage in value-creation activities that have the objective of generating additional revenue from customer interactions. The paper provides a general modelling framework to analyze the ties between market segmentation decisions, incentives, and process performance in such service-delivery systems. The firm is modelled as a single-server queue, in a principal-agent framework. Customers have different value-generation potentials… CONTINUE READING

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