服務流程設計的靈活性與客戶等待時間之間的關系[外文翻譯]

1、畢業(yè)論文（設計）外文翻譯畢業(yè)論文（設計）外文翻譯一、外文原文標題：Serviceprocessdesignflexibilitycustomerwaitingtime原文:Customerwaitingisregardedasoneofthemostcriticalaspectsofservicequality.Researchhassuggestedvariousapproachestoreducethenegativeimpacto

2、fwaiting.Thisarticleinvestigatesthewaitingtimeperfmanceofalternativeserviceprocessdesignsthatconsistoftwooperationsdertakingderpreparation.Theresearchpremiseisthatnosingleserviceprocessdesignisthebestinalloperatingcondit

3、ions.Managersshouldbuildflexibilityintoserviceprocessdesignbyusingalternativedesignsincombination.Severalbreakevenmodelsaredevelopedtoexaminethecontingentnatureoftheperfmanceofalternativedesigns.Theresultspointtotheneedf

4、buildingflexibilityintoserviceprocessdesignsbydemonstratingthatwaitingtimeperfmancecanonlybeoptimizedifdesignstrategiesarealteredinresponsetoongoingchangesinservicesysteminputparameters.IntroductionConsumerstodayaremecon

5、strainedbytimethaneverbefe.Inanintenselycompetitivewldthepressureexpectationneedtoaccomplishmeinlesstimeisunlikelytodiminish.Serviceprovidersunderstthepremiumthatconsumersplaceontimetheyviewaswastedwhilewaitingfthedelive

6、ryofservices.Acustomerwaitinginlinefserviceispotentiallyalostcustomer.Studiesshowthatupto27percentofcustomerswhocannotgetthroughonthetelephonewilllikelytaketheirbusinesselsewhere.Assuchmanagersofserviceoperationsconstant

7、lystrivetoshtencustomerwaitingtimeduringservicedeliveryFirmsacrossavarietyofindustrieshaveintroducednumerousperipheralserviceelementstotheservicepackageexperienceoftheircustomersinanattempttoshtencustomerwaitingtimes.Suc

8、hefftsarebestillustratedbyretailstesthathavecheckoutregisterswhichautomaticallyprintthedateamountnameofpayeeonthechequescustomersusewhenmakingpayment.Otherexamplesincludehotelsthatsliptheprintedbillunderthecustomer’sdoon

9、themningofdeparturecarrentalcompaniesthatexpeditiouslyreducingaveragewaitingtimefcustomers.Neverthelessthepossiblewaysinwhichthesealternativescaninfluencetheaveragewaitingtimefcustomersthemagnitudeofsuchinfluencehaveyett

10、obefullyexpled–especiallywhenconsideringchangesinoperatingconditionsresultingfromfactssuchasdemvariationstheapplicationofnewserviceprocesstechnology.Theinvestigationoffactsthatcanresultinaparticularservicedesignoutperfmi

11、ngothersonwaitingtimethedeterminationofbreakevensbetweenalternativedesignscanbeparticularlyusefultomanagersastheymanagethequalityoftheirservice.Theprimaryaimofthisstudyistoinvestigatethewaitingtimeperfmanceofalternatives

12、erviceprocessdesigns.Itestablishestheextentofbenefitsthatcanbederivedbybuildinginflexibilityfdesignchangeinviewoftheperfmancecontingenciesofalternativedesignsunderdifferentoperatingconditions.Flexibilitycanbemanagedbyusi

13、ngalternativedesignsincombination.Theresearchpremiseisthatnosingleserviceprocessdesignisthebestunderalloperatingconditions.Therefewehypothesizethatmanagerscanreducetheaveragewaitingtimebysystematicallyswitchingbackfthbet

14、weendesignsasoperatingconditionschange–evenintheshtrun.Thisarticleisganizedasfollows.Firstthealternativeserviceprocessdesignsexaminedinthisstudyaredescribed.Nextthecomparativeperfmanceofthesedesignsisreviewed.Inthemeanti

15、mewedevelopseveralresearchpropositionsbasedonthepotentialbenefitfromswitchingbetweendesignsasoperatingconditionschange.Thesimulationexperimentthatverifiesthisbenefitisoutlinedtheresultsoftheexperimentprovided.Thefinalsec

16、tionpresentsthemanagerialimplications.AlternativeserviceprocessdesignsWebaseourexperimentonfourcommonserviceprocessdesignalternatives(1234).Theserviceprocessinvolvestwosequentialstagesofdering(thereceivingofanderfromthec

17、ustomerbytheserver)preparation(thesubsequenttasksthatmustbeperfmedtofulfilldeliverontheder).Aserviceprocesssuchasthiswherecustomersentertheservicesystemfmthewaitinglinesplacetheirderwaitfitsfulfillmentistypicalofthefastf