Consumer Participation and Productivity in Service Operations
- 1 June 1985
- journal article
- Published by Institute for Operations Research and the Management Sciences (INFORMS) in Interfaces
- Vol. 15 (3) , 60-67
- https://doi.org/10.1287/inte.15.3.60
Abstract
Operations managers have traditionally increased productivity by substituting machines for labor, simplifying work, and devising employee incentive plans. For services, the consumer represents an untapped productive resource. A service delivery system can be designed to permit greater consumer involvement in the production process thereby achieving productivity gains and revising the concept of employment.This publication has 0 references indexed in Scilit: