Identification of postponement point in service delivery process: a description model

摘要：

The paper intended to apply the postponement theory which had been wildly practiced in manufacture sector, into the operation of services, and propose an understanding of CODP in service provision process and a model for identifying it. After reviewing the relevant literatures, the paper discussed the differences between manufacture process and service process with special concern on customer contact, which helped to reach an understanding of the CODP in service operation and the factors influencing it. Based on this a description model for how to identify the CODP in service provision process and further research directions were proposed.

关键词： System modeling Production systems Customers contact Postponement

作者: Daijian Tang Jue Chen

作者单位: the tourism and city management school of Zhejiang Gongshang University Zhejiang Gongshang University

会议类型: 国际会议

会议名称: 2009 6th International Conference on Service Systems and Service Management( 2009 第六届服务系统与服务管理国际会议)

会议地点: 厦门

会议语种:英文

页码: 335-339

在线出版日期: 2009-06-08（万方平台首次上网日期，不代表论文的发表时间）