Klassen, Kenneth J.; Rohleder, Thomas R. - In: International Journal of Operations & Production Management 22 (2002) 5, pp. 527-548
Service managers are continually challenged with balancing customer demand and service capacity. Recent studies have … raised awareness of various demand and capacity management practices available to services, but little numerical work has … customers about the operation, and others. It is shown that demand and capacity decisions do indeed impact on each other …