Conference Agenda

Overview and details of the sessions of this conference. Please select a date or location to show only sessions at that day or location. Please select a single session for detailed view (with abstracts and downloads if available).

 
 
Session Overview
Session
TD9 - SM6: Performance evaluation for services
Time:
Tuesday, 28/June/2022:
TD 16:00-17:30

Session Chair: Cornelia Schön
Location: Forum 13


Show help for 'Increase or decrease the abstract text size'
Presentations

Aligning frontline worker decisions to balance service quality and delivery cost

Brett Hathaway, Maqbool Dada, Evgeny Kagan

Carey Business School, Johns Hopkins University, United States of America

A driver of service value, relevant in practice but understudied in the literature, is the experience of the customer while the service is performed. The design of the service experience is nontrivial given that it needs to tie in pricing and service delivery, and requires carefully designed incentives for the service workers to deliver the experience promised to customers. In this paper we use a novel framework that helps firms understand the essential tradeoffs underlying these choices.



A moment for reflection: de-biasing server evaluations

Hallie Sue Cho1, Dawson Kaaua2

1Vanderbilt University, United States of America; 2Georgetown University, United States of America

This paper investigates how service evaluations, often collected as star ratings and comments, are biased and how this bias can be mitigated through the ordering of questions. Our findings suggest that writing comments first provides the time and space for the participants to reflect on their entire experience and allows the subsequent star ratings to capture a more holistic assessment of server quality.



Customization-responsiveness trade-offs in services

Cornelia Schön, Oberle Laura

University of Mannheim, Germany

Service providers are challenged by the demand to deliver near-customized services without noteworthy wait times, known as the “customization-responsiveness (CR) squeeze”. The approaches so far to manage the CR squeeze are mostly conceptual, or focused on a single dimension. Using choice-based offer selection and queuing theory, we develop a mathematical model to address the CR squeeze from a formalized perspective, and derive managerial insights and recommendations for specific applications.



 
Contact and Legal Notice · Contact Address:
Privacy Statement · Conference: MSOM 2022
Conference Software: ConfTool Pro 2.8.101+TC
© 2001–2024 by Dr. H. Weinreich, Hamburg, Germany