Service Co-Production, Customer Efficiency and Market Competition

Preprint OPEN
Mei Xue; Patrick T. Harker;

Customers’ participation in service co-production processes has been increasing with the rapid development of self-service technologies and business models that rely on self-service as the main service delivery channel. However, little is known about how the level of pa... View more
  • References (13)
    13 references, page 1 of 2

    [1] Afeche, P., H. Mendelson. 2001. Priority auctions vs. uniform pricing in queuing systems with a generalized delay cost structure. Northwestern University working paper.

    [2] Armony, M., M. Haviv. 1998. Nash equilibrium in a duopoly model with waiting lines. Herbrew University of Jerusalem working paper.

    [3] Baker, G., R. Gibbons, K. Murphy. 2001. Bringing the market inside the firm? American Economic Review 91(2) 212-218.

    [4] Bell, C. E., S. Stidham. 1983. Individual versus social optimization in the allocation of customers to alternative servers. Management Science 29 831-839.

    [5] Cachon, G.P., P.T. Harker. 2002. Competition and outsourcing with scale economies. Management Science 48 (10) 1314-1333.

    [6] Chase, R. 1978. Where does the customer fit in a service operation? Harvard Business Review November-December 138-139.

    [28] Mendelson, H. 1985. Pricing computer services: queueing effects. Comm. ACM. 28 312-321.

    [29] Mendelson, H., S. Whang. 1990. Optimal inventive-compatible priority pricing for the M/M/1 queue. Operations Research 38 870-883.

    [30] Mills, P.K., J.H. Morris. 1986. Clients as “partial” employees of service organizations: role development in client participation. Academy of Management Review 11 (4) 726-735.

    [31] Naor, P. 1969. On the regulations of queue size by levying tolls. Econometrica 37 15-24.

  • Similar Research Results (3)
  • Metrics
Share - Bookmark