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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 

Date: 30/06/2016 Author(s): Amorim, M.; Lago, Alejandro; Moscoso, Philip; Prieto, Eduardo Editor(s): Cátedra Eurest de Excelencia en los Servicios Document type: Article in Journal (refereed) 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 ... More information

Investing in Supply Chain Flexibility: A Design Framework 

Date: 01/05/2016 Author(s): Moscoso, Philip; Lago, Alejandro Editor(s): Cátedra Eurest de Excelencia en los Servicios Document type: Article in Journal (refereed) 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 ... More information

Customer Participation in Services: A Framework for Process Design 

Date: 02/06/2015 Author(s): Amorim, M.; Moscoso, Philip; Lago, Alejandro Editor(s): Cátedra Eurest de Excelencia en los Servicios Document type: Article in Journal (refereed) 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 ... More information

Potential Freight Distribution Improvements Using Motorways of the Sea 

Date: 09/2012 Author(s): Morales-Fusco, Pau; Saurí, Sergi; Lago, Alejandro Document type: Article in Journal (refereed) 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 ... More information

Innovation Management Practices, Strategic Adaptation, and Business Results 

Date: 06/2011 Author(s): Sánchez, A.; Lago, Alejandro; Ferràs, X.; Ribera, Jaume Document type: Article in Journal (refereed) 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 ... More information

Myopic Inventory Policies Using Individual Customer Arrival Information 

Date: 10/2010 Author(s): Martínez de Albéniz, Victor; Lago, Alejandro Editor(s): CIMS - Center for Innovation Marketing and Strategy Document type: Article in Journal (refereed) 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 ... More information

Spillovers, Merging Traffic and the Morning Commute 

Date: 07/2007 Author(s): Lago, Alejandro; Daganzo, Carlos F. Document type: Article in Journal (refereed) 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 ... More information Read related article
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