지원사업
학술연구/단체지원/교육 등 연구자 활동을 지속하도록 DBpia가 지원하고 있어요.
커뮤니티
연구자들이 자신의 연구와 전문성을 널리 알리고, 새로운 협력의 기회를 만들 수 있는 네트워킹 공간이에요.
논문 기본 정보
- 자료유형
- 학술저널
- 저자정보
- 발행연도
- 2011.1
- 수록면
- 85 - 111 (27page)
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초록· 키워드
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Numerous research claimed the tradeoff relationship between cost and flexibility in service operations management. Meanwhile, studies on other sources of competitive priorities in service –quality and timeare missing in service operations management studies. Considering service characteristics, quality and time tradeoff, though neglected, is more significant than any other issues in the service industry. Because of unique service characteristics which differentiate from goods, time and quality tradeoff is more significant and apparent in the service industry. They are intangible, simultaneously produced and consumed, and perishable, thus it is impossible to stock services, and to use inventories to manage fluctuations in demand.
This makes it difficult to accomplish superior time and quality performance simultaneously for service firms. Service organizations are forced to choose either quality or time.
This paper raises a question on quality-time tradeoff in SOM for the first time. To explain time-quality tradeoff effectively, a service product/process matrix is proposed that links the service process and service product in this study. Using the matrix, we suggest that service process characteristics and product characteristics must fit to each other. According to the position in the matrix, a service firm must focus on either quality or time.
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참고문헌 (27)
참고문헌 신청
Anderson, J. C. / 1989 / Operations strategy:A literature review / Journal of Operations Management 8 (2) : 133 ~ 158
Bateson, J. / 1992 / Managing Services Marketing, 2nd edition / The Dryden Press
Bateson, J. E. / 1977 / Do we need service marketing. Marketing consumer services: new insights / Marketing Science Institute
Bell, C. E. / 1971 / Characterization and computation of optimal policies for operating an M/G/1 queueing system with removable server / Operations Research 19 : 208 ~ 218
Berry, W. L. / 1995 / Customer-driven manufacturing / International Journal of Operations & Production Management 15 (3) : 4 ~ 15
Bateson, J. / 1992 / Managing Services Marketing, 2nd edition / The Dryden Press
Bateson, J. E. / 1977 / Do we need service marketing. Marketing consumer services: new insights / Marketing Science Institute
Bell, C. E. / 1971 / Characterization and computation of optimal policies for operating an M/G/1 queueing system with removable server / Operations Research 19 : 208 ~ 218
Berry, W. L. / 1995 / Customer-driven manufacturing / International Journal of Operations & Production Management 15 (3) : 4 ~ 15
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