Ni, Guanqun; Xu, Yinfeng; Dong, Yucheng - In: European Journal of Operational Research 228 (2013) 2, pp. 427-436
In many customer-intensive services, the perceived quality of service decreases in the speed of service. Usually, an increase in service speed induces different marginal reductions in quality for heterogeneous customers. To bring insight into the managerial implications of this difference, we...