Evrim D. Güne\c{s}; O. Zeynep Ak\c{s}in - In: Manufacturing & Service Operations Management 6 (2004) 4, pp. 338-357
This paper studies service-delivery design in settings where firms engage in value-creation activities that have the objective of generating additional revenue from customer interactions. The paper provides a general modelling framework to analyze the ties between market segmentation decisions,...