Simulating service operations, towards the borders of intangibility

F. Shafti

Research output: Contribution to conferencePaper

Abstract

The aim of this paper is to expand the application of simulation in service operations. Four influential factors in services are chosen for simulating. These factors include ?customer?s expectation versus perception?, ?customer as co-producer?, ?customer groups? and ?high versus low customer contact operations?. A number of generic models are designed (using Simul8, a popular simulation software) in attempt to provide tools to illustrate and study the effects of these factors in service operations and to make managerial decisions with these factors into the account. Challenges faced when making the models are described. The main outcome is recognition of technical features that can be introduced and included in simulation modelling tools (in general) and in Simul8 software (in particular). Academia and practitioners are invited to contribute in generating (respectively) theoretical bases and demand for service ? based features in simulation software.

Conference

Conference13th International Annual Conference of the European Operations Management Association
Abbreviated titleEUROMA 2006
CountryUnited Kingdom
CityGlasgow
Period18/06/0621/06/06

Fingerprint

Computer simulation

Keywords

  • service operations

Cite this

Shafti, F. (2006). Simulating service operations, towards the borders of intangibility. Paper presented at 13th International Annual Conference of the European Operations Management Association, Glasgow, United Kingdom.
Shafti, F. / Simulating service operations, towards the borders of intangibility. Paper presented at 13th International Annual Conference of the European Operations Management Association, Glasgow, United Kingdom.
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note = "13th International Annual Conference of the European Operations Management Association, EUROMA 2006 ; Conference date: 18-06-2006 Through 21-06-2006",

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Shafti, F 2006, 'Simulating service operations, towards the borders of intangibility' Paper presented at 13th International Annual Conference of the European Operations Management Association, Glasgow, United Kingdom, 18/06/06 - 21/06/06, .

Simulating service operations, towards the borders of intangibility. / Shafti, F.

2006. Paper presented at 13th International Annual Conference of the European Operations Management Association, Glasgow, United Kingdom.

Research output: Contribution to conferencePaper

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T1 - Simulating service operations, towards the borders of intangibility

AU - Shafti, F.

PY - 2006

Y1 - 2006

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AB - The aim of this paper is to expand the application of simulation in service operations. Four influential factors in services are chosen for simulating. These factors include ?customer?s expectation versus perception?, ?customer as co-producer?, ?customer groups? and ?high versus low customer contact operations?. A number of generic models are designed (using Simul8, a popular simulation software) in attempt to provide tools to illustrate and study the effects of these factors in service operations and to make managerial decisions with these factors into the account. Challenges faced when making the models are described. The main outcome is recognition of technical features that can be introduced and included in simulation modelling tools (in general) and in Simul8 software (in particular). Academia and practitioners are invited to contribute in generating (respectively) theoretical bases and demand for service ? based features in simulation software.

KW - service operations

UR - http://www.managementscience.org/researchpubs.aspx?id=1337

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M3 - Paper

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Shafti F. Simulating service operations, towards the borders of intangibility. 2006. Paper presented at 13th International Annual Conference of the European Operations Management Association, Glasgow, United Kingdom.