This chapter will present a goal programming model which simultaneously generates forecasts for the aggregate level and for lower echelons in a multilevel forecasting context. Data from an actual service firm will be used to illustrate and test the proposed model against a standard forecast...

Technological advances in both the manufacturing and office sectors have emphasized the need to link processors and communications equipment into Local Area Networks (LANs) to facilitate communication and promote resource sharing. Interviews with designers and users of LANs revealed that a...

The purpose of this research was to investigate the impact of a customer service intervention and store design on store performance within a regional food retailing chain. A longitudinal study examines the organization's implementation of a customer service intervention which utilized new...

Assessing the impact of a quality improvement intervention on an organization is particularly difficult in a high contact service operation where the intangible service encounter is the unit of output. Frequently, accounting or financial data must be used to evaluate the effectiveness of the...