Purpose: Waiting lines and delays have become commonplace in service operations. As a result, customer waiting time guarantee is a widely used competition strategy in service industries. To implement waiting time guarantee strategy, managers need to not only know the average of waiting time, but...

In operations and service management generating revenues is as important as reducing costs. Although logistics customer service is an important measure for executives, little research has been conducted to quantify the extent to which improvements of service levels contribute to a company's...

Process-based thinking commonly focuses on enhancing the efficiency of processes, while it is often criticized for not paying enough attention to the customer. This paper argues that customer complaint information can be used as a basis for customer-focused process improvement. Thus, it is not...