TSM_OpMgmt

the most relevant method to estimate the preference score

model preference with linear regression

product optimization:

you can detect which product properties are how much relevant for the customers. so you can design your product by the highest average value

you can alos compare your product to a competitors product

managing demand:

• develop reservations systems
• establishing price incentives (anreize) 

managing capacity:

• sheduling work shifts
• part time employees

„Yield management is a comprehensive system to maximize revenue for capacity-constrainted
services using reservation systems, overbooking, and partitioning demand.“ (cmp.
Bordoloi/Fitzsimmons/fitzsimmons (2019).

Protection level is the capacity for each segment

Goal is a optimized protection level for maximising the profit / revenue

• Functional Value; "saves time"
• Economic / Financial Value; "saves money"
• Social value; "i am part of the group"
• Emotional value; "i feel great when i use it"
• Conditional value: waaas das?

Goods = transfering ownership

Service = renting of ressources

• SERVQUAL: multi item scale for measuring the five dimensions of service quality

• Walk-through Audit: evaluate the service experience form a customer perspective

A: Technology-free (customer interacts physical with a human service provider)

B: Technology-assisted (only service provider has access to tech - example X-Ray at the dentist)

C: Technology-faciilitated (both of customer and provider have access to the same technology - financial advise on pc)

D:Technology-mediated (not physical or face to face, communication above telephone, distant callcenter etc.)

E: Technology-generated (self-service): the humann service provider is replaced, self service

Bordoloi, S. K. (2019). Service management operations, strategy, information technology (Ninth
edition, international student edition). McGraw-Hill Education.

"Customer compare expectations with perceptions"

Satisfaction = Perception - Expectation
- If P>E, then customer is satisfied
- If P<E, then customer is unsatisfied

David H. Maister: The Psychology of Waiting Lines

“It is hard to play catch-up ball.”

A bad experience in this first step will influence the whole service experience

David H. Maister: The Psychology of Waiting Lines