Using a proprietary dataset provided by a major manufacturer of aircraft engines, we empirically investigate how product reliability is impacted by use of two different types of after-sales maintenance support contracts: time and material contracts (T&MC) and performance-based contracts (PBC)....

The decisions of whether and how to adopt service differentiation are at the core of a firm's service operations strategy. This paper proposes a framework for service differentiation that high-lights the identification and use of operating segments as a central component in the delivery of...

Analyses the operational implications of marketing strategies that try to distinguish between high‐ and low‐priority customers. For a high‐priority customer, the distributor is willing to expedite an order from any emergency source. For a low‐priority customer, on the other hand,...