DocumentCode
1843741
Title
Improving reliability and speed in service mass customization: a case study in Chinese restaurant
Author
Chen, Jue
Author_Institution
Sch. of Tourism, Zhejiang Gongshang Univ., Hangzhou, China
Volume
2
fYear
2005
fDate
13-15 June 2005
Firstpage
828
Abstract
The paper explores the key issues on improving reliability and speed in service mass customization based on a case study of Chinese restaurant. Findings are given in terms of integration of 3 "Ps" in service operation, modular product and process design, rationalization of information flow, role of service delivery in the mixed service provision and incorporation of customers\´ participation into service process.
Keywords
catering industry; customer services; reliability theory; Chinese restaurant; information flow rationalization; mixed service provision; modular product; process design; reliability improvement; service delivery; service mass customization; service operation; service process; Business; Computer aided software engineering; Context-aware services; Costs; Educational institutions; Manufacturing industries; Mass customization; Mass production; Process design; Product design;
fLanguage
English
Publisher
ieee
Conference_Titel
Services Systems and Services Management, 2005. Proceedings of ICSSSM '05. 2005 International Conference on
Print_ISBN
0-7803-8971-9
Type
conf
DOI
10.1109/ICSSSM.2005.1500109
Filename
1500109
Link To Document