Production and Operations Management Volume 28 Issue 6

LitStream

Journal Article

Issue Information

2019 Production and Operations Management

doi:10.1111/poms.12918

LitStream

Journal Article

The Impact of Service Improvisation Competence on Customer Satisfaction: Evidence from the Hospitality Industry

Secchi, Enrico; Roth, Aleda; Verma, Rohit

2019 Production and Operations Management

doi:10.1111/poms.12969

This study formally develops and empirically tests a new construct, termed service improvisation competence (Serv‐IC), that constitutes a novel way to improve customer experience in high‐contact service contexts. Serv‐IC is operationalized as the systemic ability of a service firm's employees to...

LitStream

Journal Article

The Impact of Service Improvisation Competence on Customer Satisfaction: Evidence from the Hospitality Industry

Secchi, Enrico; Roth, Aleda; Verma, Rohit

2019 Production and Operations Management

doi:10.1111/poms.12969

This study formally develops and empirically tests a new construct, termed service improvisation competence (Serv‐IC), that constitutes a novel way to improve customer experience in high‐contact service contexts. Serv‐IC is operationalized as the systemic ability of a service firm's employees to...

LitStream

Journal Article

Overconfident Distribution Channels

Li, Meng

2019 Production and Operations Management

doi:10.1111/poms.12981

We study the effects associated with overconfidence in distribution channels, where overconfidence is defined as a decision maker’s cognitive bias in perceiving the expected outcome of an uncertain event as more certain than it likely is. Although overconfidence bias always leads to a lower...

LitStream

Journal Article

Overconfident Distribution Channels

Li, Meng

2019 Production and Operations Management

doi:10.1111/poms.12981

We study the effects associated with overconfidence in distribution channels, where overconfidence is defined as a decision maker’s cognitive bias in perceiving the expected outcome of an uncertain event as more certain than it likely is. Although overconfidence bias always leads to a lower...

LitStream

Journal Article

Managing Perishable Inventory Systems with Product Returns and Remanufacturing

Fu, Ke; Gong, Xiting; Liang, Guitian

2019 Production and Operations Management

doi:10.1111/poms.12987

Motivated by emerging practice in the cut flower industry, we consider a periodic‐review inventory system for a perishable product with a lifetime of two periods. There are two separate customer demands for the new product with two‐period remaining lifetime and the old product with one‐period...

LitStream

Journal Article

Managing Perishable Inventory Systems with Product Returns and Remanufacturing

Fu, Ke; Gong, Xiting; Liang, Guitian

2019 Production and Operations Management

doi:10.1111/poms.12987

Motivated by emerging practice in the cut flower industry, we consider a periodic‐review inventory system for a perishable product with a lifetime of two periods. There are two separate customer demands for the new product with two‐period remaining lifetime and the old product with one‐period...

LitStream

Journal Article

Inventory Management under Periodic Profit Targets

Yan, Houmin; Yano, Candace Arai; Zhang, Hanqin

2019 Production and Operations Management

doi:10.1111/poms.12986

Managers seek to meet quarterly profit targets because missing a target affects both the stock price and bonuses. To capture how these targets can affect a retailer’s procurement decisions, we analyze a periodic‐review inventory model with a chance constraint in each period that requires meeting...

LitStream

Journal Article

Inventory Management under Periodic Profit Targets

Yan, Houmin; Yano, Candace Arai; Zhang, Hanqin

2019 Production and Operations Management

doi:10.1111/poms.12986

Managers seek to meet quarterly profit targets because missing a target affects both the stock price and bonuses. To capture how these targets can affect a retailer’s procurement decisions, we analyze a periodic‐review inventory model with a chance constraint in each period that requires meeting...

LitStream

Journal Article

Scheduling Elective Surgeries with Emergency Patients at Shared Operating Rooms

Jung, Kyung Sung; Pinedo, Michael; Sriskandarajah, Chelliah; Tiwari, Vikram

2019 Production and Operations Management

doi:10.1111/poms.12993

Operating rooms (ORs) are the greatest source of revenues for hospitals and also their largest cost centers. When scheduling surgeries, hospitals face a trade‐off between the need to conduct planned elective surgeries and the need to be responsive to emergency cases. However, scheduling ORs,...

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Production and Operations Management Volume 28 Issue 6

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