Campbell, Dennis; Frei, Frances - In: Manufacturing & Service Operations Management 13 (2011) 1, pp. 2-19
-off between service capacity costs and customer sensitivity to service time. Our findings, using data from one of the largest … centralized capacity-planning model. Finally, we document that these discretionary capacity supply decisions exhibit a strong …-specific trade-off between service capacity costs and customer sensitivity to service times. Overall, our results demonstrate both …
