TY - CHAP
T1 - Complex Deployed Responsive Service
AU - Parry, Glen
AU - McLening, Marc
AU - Caldwell, Nigel
AU - Thompson, Rob
PY - 2011
Y1 - 2011
N2 - A pizza restaurant must provide product, in the form of the food and drink, and service in the way this is delivered to the customer. Providing this has distinct operational challenges, but what if the restaurant also provides a home delivery service? The service becomes deployed as the customer is no-longer co-located with the production area. The business challenge is complicated as service needs to be delivered within a geographic region, to time or the pizza will be cold, and within a cost that is not prohibitive. It must also be responsive to short term demand; needing to balance the number of staff it has available to undertake deliveries against a forecast of demand.
AB - A pizza restaurant must provide product, in the form of the food and drink, and service in the way this is delivered to the customer. Providing this has distinct operational challenges, but what if the restaurant also provides a home delivery service? The service becomes deployed as the customer is no-longer co-located with the production area. The business challenge is complicated as service needs to be delivered within a geographic region, to time or the pizza will be cold, and within a cost that is not prohibitive. It must also be responsive to short term demand; needing to balance the number of staff it has available to undertake deliveries against a forecast of demand.
U2 - 10.1007/978-1-4419-8321-3_7
DO - 10.1007/978-1-4419-8321-3_7
M3 - Chapter (peer-reviewed)
SN - 9781441983206
T3 - Service Science: Research and Innovations in the Service Economy
SP - 95
EP - 117
BT - Service Design of Delivery
PB - Springer
ER -