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Assisted vs. Self-Checkout in Retail: An Empirical Analysis of the Impact of Operational Process Dimensions on Customer Satisfaction, Recommendation and Reuse 

Fecha: 30/06/2016 Autor / es: Amorim, M.; Lago, Alejandro; Moscoso, Philip; Prieto, Eduardo Editor/es: Cátedra Eurest de Excelencia en los Servicios Tipo de documento: Artículo en journal con referee In this paper we compare check-out alternatives with different levels of customer participation with regard to the impact that operational process dimensions have on customers. The study was conducted in a supermarket offering two types of check-out options: conventionally assisted, and self-service. Our analysis focused on the impact of three operational ... Más información

Investing in Supply Chain Flexibility: A Design Framework 

Fecha: 01/05/2016 Autor / es: Moscoso, Philip; Lago, Alejandro Editor/es: Cátedra Eurest de Excelencia en los Servicios Tipo de documento: Artículo en journal con referee The aim of this paper is to contribute to the managerial knowledge development about supply chain capabilities. Supply chains (SC) need not only to excel on cost and time, but also improve further in terms of flexibility. Our main contribution is a conceptual design framework that guides managers when investing in flexibility. First, we define a set ... Más información

Customer Participation in Services: A Framework for Process Design 

Fecha: 02/06/2015 Autor / es: Amorim, M.; Moscoso, Philip; Lago, Alejandro Editor/es: Cátedra Eurest de Excelencia en los Servicios Tipo de documento: Artículo en journal con referee In any service delivery process its customers participate in a certain way and how this takes place will affect the efficiency and the quality of the service delivery process substantially. In this paper we develop a design-oriented modelling framework that aims to guide managers on the question of how the participation of customers can be designed ... Más información

Potential Freight Distribution Improvements Using Motorways of the Sea 

Fecha: 09/2012 Autor / es: Morales-Fusco, Pau; Saurí, Sergi; Lago, Alejandro Tipo de documento: Artículo en journal con referee This paper analyzes how the strategy taken by the cargo carrier when using motorways of the sea (understood as regular roll on/roll off short sea shipping lines) affects the competitiveness of the shipping line. Five different strategies were analyzed and grouped into three main types: road door-to-door transportation, road and sea transportation combined ... Más información

Innovation Management Practices, Strategic Adaptation, and Business Results 

Fecha: 06/2011 Autor / es: Sánchez, A.; Lago, Alejandro; Ferràs, X.; Ribera, Jaume Tipo de documento: Artículo en journal con referee This research contributes to the understanding of how different practices of innovation management are related to mid-and long-term growth and profitability. Governments and regional development agencies invest relevant budgets to foster innovation in small and medium enterprises (SMEs) and improve their innovation management practices to make them ... Más información

Myopic Inventory Policies Using Individual Customer Arrival Information 

Fecha: 10/2010 Autor / es: Martínez de Albéniz, Victor; Lago, Alejandro Editor/es: CIMS - Center for Innovation Marketing and Strategy Tipo de documento: Artículo en journal con referee In this paper, we investigate the optimality of myopic inventory replenishment policies in a periodic-review single-echelon system, with nonstationary, correlated, stochastic demand and cost, and nonincreasing stochastic prices. Using the single-unit decomposition approach, we provide certain general conditions on the demand and cost processes under ... Más información

Spillovers, Merging Traffic and the Morning Commute 

Fecha: 07/2007 Autor / es: Lago, Alejandro; Daganzo, Carlos F. Tipo de documento: Artículo en journal con referee Theoretical studies of the morning commute for mono-centric cities have ignored that drivers choose their home departure times knowing that they must compete with other drivers for road space, which becomes scarcer with proximity to the centre. This paper examines two important aspects of this competition: queue spillovers caused by insufficient road ... Más información Leer artículo relacionado
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