In this paper, we describe data collected from five U.S. properties of a major hotel chain that can be used to benchmark the performance of choice-based revenue management (RM) algorithms. The process used to collect this data illustrates subtle complexities involved in extracting product...

Many service providers offer customers the choice of either waiting in a line or going offline and returning at a dynamically determined future time. The best-known example is the FASTPASS^® system at Disneyland. To operate such a system, the service provider must make an upfront decision on how...

This paper proposes a resource allocation and pricing mechanism for a service system that serves multiple classes of jobs within an organization. Each class of service request is subject to a class-dependent quality of service (QoS) guarantee on the expected delay bound, which may be imposed by...

This paper presents an empirically validated conceptual model of Business Process Management(BPM) to enable the pursuit of BPM theory. Phase One of the research focussed on the development of an initial model of BPM, derived from a synthesis of current literature. Thismodel consists of five key...

Purpose – this paper aims to describe how UK facility‐services company ISS has improved its human resource management and client service using a new time and attendance management system. Design/methodology/approach – The paper outlines the particular HR management challenges facing ISS...

Aservice encounter is an experience that extends over time. Therefore, its effective management must include the control of the timing of the delivery of each of the service's elements and the enhancement of the customer's experience between and during the delivery of the various elements. This...

Purpose – The purpose of this paper is to describe the initiatives that have helped to place mobile‐network operator O2 in the top five Best Big Companies to Work For in the UK. Design/methodology/approach – Highlights the use of several employee‐communication tools and a new...

Purpose – The aim of this paper is to investigate how the distinction between contact and non‐contact activities influences the design of service delivery systems and to identify key design decisions for structuring front office and back office work. Design/methodology/approach – Building...