تنظیمات خدمات کم تماس
|کد مقاله||سال انتشار||مقاله انگلیسی||ترجمه فارسی||تعداد کلمات|
|11172||2000||19 صفحه PDF||سفارش دهید||8440 کلمه|
Publisher : Elsevier - Science Direct (الزویر - ساینس دایرکت)
Journal : Journal of Operations Management, Volume 18, Issue 6, November 2000, Pages 643–661
This study uses a cluster analysis procedure to develop a classification model of low-contact services based on seven operations objectives. The effectiveness of the classification scheme is tested by demonstrating the link between the objectives, competitive priorities, and performance. This study also identifies eight underlying factors of competitive priorities in low-contact services. Furthermore, discriminant analysis on competitive priority dimensions shows that low-contact services consist of multiple groups and therefore should not be lumped into one group in any analysis scheme.