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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

An Empirical Analysis of Sell-through in a Fashion Setting 

Date: 22/12/2014 Author(s): Flores Alonso, Juan Enrique; Boada, Pol; Moscoso, Philip Editor(s): Cátedra Eurest de Excelencia en los Servicios Document type: Article in Journal (refereed) Sell-through is a widely used performance metric in retail supply chains, but limited empirical research exists about its validity for that purpose, given its dependence on many different variables. This study analyses to what extent sell-through is influenced by fixed store attributes (e.g. store size), and what impact on this metric operational management ... More information Read related article

An Empirical Study on Reducing Planning Instability in Hierarchical Planning Systems 

Date: 04/2010 Author(s): Moscoso, Philip; Fransoo, Jan C.; Fischer, Dieter Document type: Article in Journal (refereed) The aim of this article is to contribute empirically to the theory development on planning instabilities in industrial practice by studying in depth an industrial company which has difficulty in meeting its customer deadlines and faces a significant order backlog. Planners at the various levels of the hierarchical planning system and order chasers ... More information Read related article

A Design-Oriented Framework for Modelling Production Management Systems 

Date: 12/2007 Author(s): Moscoso, Philip Document type: Article in Journal (refereed) Design-oriented modelling frameworks are intended to support design practice by helping designers to create models of specific design problems, within a class of design problems. This paper examines the development of a design-oriented framework for the design of production management systems (PMS). It is concluded that such a framework should encourage ... More information

Innovar en operaciones, fuente de ventaja competitiva 

Date: 07/2006 Author(s): Moscoso, Philip Document type: Article in Journal (refereed) Innovar en operaciones -no simplemente su mejora continua- significa idear formas completamente nuevas de operar. Esta ha sido una de las claves de muchos de los grandes éxitos que el mundo empresarial ha escrito, como por ejemplo los casos de Dell, Toyota o Zara. La innovación operativa es una fuente de ventaja competitiva relativamente fiable, de ... More information Read related article

A Modelling Framework for Complementary Design of Production Planning and Control Systems 

Date: 11/1999 Author(s): Moscoso, Philip; Waefler, Toni; Windischer, A. Document type: Article in Journal (refereed) In a business era characterized by a dazzling rate of change, the improvement of production planning and control begins to be a main objective for manufacturing industries. This paper postulates four main statements to be considered for the design of production planning and control systems (PPC-systems) comprising human and technical sub-systems. The ... More information
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