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Improving reliability and speed in service mass customization: a case study in Chinese restaurant

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1 Author(s)
Jue Chen ; Sch. of Tourism, Zhejiang Gongshang Univ., Hangzhou, China

The paper explores the key issues on improving reliability and speed in service mass customization based on a case study of Chinese restaurant. Findings are given in terms of integration of 3 "Ps" in service operation, modular product and process design, rationalization of information flow, role of service delivery in the mixed service provision and incorporation of customers' participation into service process.

Published in:

Services Systems and Services Management, 2005. Proceedings of ICSSSM '05. 2005 International Conference on  (Volume:2 )

Date of Conference:

13-15 June 2005