Purpose – Physician lateness and service interruptions are a significant problem in many health care environments but have received little attention in the literature. The purpose of this paper is to design appointment systems that reduce waiting times of the patient while maintaining...

Service managers are continually challenged with balancing customer demand and service capacity. Recent studies have raised awareness of various demand and capacity management practices available to services, but little numerical work has been done to identify how these decisions work together...

Purpose – Self‐serve technologies (SSTs) provide many benefits such as speed, time and place convenience for the customer and reduced labour costs for the firm. The aim of this study is to consider whether these benefits are denoted by changes in the firms' stock price when SSTs are...