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dc.contributor.authorSoteriou, Andreas C.en
dc.contributor.authorChase, Richard B.en
dc.creatorSoteriou, Andreas C.en
dc.creatorChase, Richard B.en
dc.date.accessioned2019-04-22T05:53:12Z
dc.date.available2019-04-22T05:53:12Z
dc.date.issued2000
dc.identifier.urihttp://gnosis.library.ucy.ac.cy/handle/7/46447
dc.description.abstractDelivering high quality service during the service encounter is central to competitive advantage in service organizations. However, achieving such high quality while controlling for costs is a major challenge for service managers. The purpose of this paper is to present an approach for addressing this challenge. The approach entails developing a model linking service process operational variables to service quality metrics to provide guidelines for service resource allocation. The approach enables the service operations manager to take specific actions toward service quality improvement, in light of the costs involved. A novel feature of the approach is the development of robust optimization models, which provide optimal operational guidelines while accounting for uncertainty in the model's parameters. We demonstrate the applicability of the approach in a large health care facility. (Service qualityen
dc.description.abstractRobust optimization) ABSTRACT FROM AUTHOR]en
dc.description.abstractCopyright of Manufacturing & Service Operations Management is the property of INFORMS: Institute for Operations Research and its content may not be copied or emailed to multiple sites or posted to a listserv without the copyright holder's express written permission. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract. (Copyright applies to all Abstracts.)en
dc.sourceManufacturing & Service Operations Managementen
dc.subjectQuality controlen
dc.subjectConsumers – Attitudesen
dc.subjectMathematical optimizationen
dc.titleA Robust Optimization Approach for Improving Service Qualityen
dc.typeinfo:eu-repo/semantics/article
dc.identifier.doi10.1287/msom.2.3.264.12344
dc.description.volume2
dc.description.issue3
dc.author.facultyΣχολή Οικονομικών Επιστημών και Διοίκησης / Faculty of Economics and Management
dc.author.departmentΤμήμα Διοίκησης Επιχειρήσεων και Δημόσιας Διοίκησης / Department of Business and Public Administration
dc.type.uhtypeArticleen
dc.contributor.orcidSoteriou, Andreas C. [0000-0001-8527-3742]
dc.gnosis.orcid0000-0001-8527-3742


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