Title :
Improving reliability and speed in service mass customization: a case study in Chinese restaurant
Author_Institution :
Sch. of Tourism, Zhejiang Gongshang Univ., Hangzhou, China
Abstract :
The paper explores the key issues on improving reliability and speed in service mass customization based on a case study of Chinese restaurant. Findings are given in terms of integration of 3 "Ps" in service operation, modular product and process design, rationalization of information flow, role of service delivery in the mixed service provision and incorporation of customers\´ participation into service process.
Keywords :
catering industry; customer services; reliability theory; Chinese restaurant; information flow rationalization; mixed service provision; modular product; process design; reliability improvement; service delivery; service mass customization; service operation; service process; Business; Computer aided software engineering; Context-aware services; Costs; Educational institutions; Manufacturing industries; Mass customization; Mass production; Process design; Product design;
Conference_Titel :
Services Systems and Services Management, 2005. Proceedings of ICSSSM '05. 2005 International Conference on
Print_ISBN :
0-7803-8971-9
DOI :
10.1109/ICSSSM.2005.1500109
