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Capacity management in service organisations

Authors
Journal
Technovation
0166-4972
Publisher
Elsevier
Publication Date
Volume
18
Issue
3
Identifiers
DOI: 10.1016/s0166-4972(97)90121-8

Abstract

Abstract This paper intends to analyse capacity management in service organisations in equal consideration of the providers' and the consumers' requirements, which has been neglected in the literature to date. In order to avoid one-sided managerial recommendations, the GAP model of service quality is applied to develop a conceptual frame for an integrative application of measures of capacity management.

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