Realigning Service Operations Strategy at DHL Express

References

• Adamowicz W., Bunch D., Cameron T. A., Dellaert B. G. C., Hanneman M., Louviere J. J., Meyer R., Steenburgh T., Swait J. Behavioral frontiers in choice modelling. Marketing Lett. (2008) 19(3–4):215–228Crossref, Google Scholar
• Dibb S., Wensley R. Segmentation analysis for industrial markets: Problems of integrating customer requirements into operations strategy. Eur. J. Marketing (2002) 36(1–2):231–251Crossref, Google Scholar
• Gattorna J.Living Supply Chains: How to Mobilize the Enterprise Around Delivering What Your Customers Want (2006) (FT Prentice Hall, Harlow, London) Google Scholar
• Goldstein S. M., Johnston R., Duffy J. A., Rao J. The service concept: The missing link in service design research. J. Oper. Management (2002) 20(2):121–134Crossref, Google Scholar
• Heskett J. L.Managing in the Service Economy (1986) (Harvard Business School Press, Boston) Google Scholar
• Heskett J. L. Lessons in the service sector. Harvard Bus. Rev. (1987) 65(2):118–127Google Scholar
• Heskett J. L., Jones T. O., Loveman G. W., Sasser W. E., Schlesinger L. A. Putting the service-profit chain to work. Harvard Bus. Rev. (1994) 94(2):162–173Google Scholar
• Louviere J. J., Hensher D. A., Swait J. D.Stated Choice Methods: Analysis and Application (2000) (Cambridge University Press, Cambridge, UK) Crossref, Google Scholar
• Roth A. V., Menor L. J. Insights into service operations management: A research agenda. Production Oper. Management (2003) 12(2):145–164Crossref, Google Scholar
• Sasser W. E., Olsen R. P., Wyckoff D. D.Management of Service Operations (1978) (Allyn and Bacon, Boston) Google Scholar
• Verma R., Plashka G., Louviere J. Understanding customer choices. Cornell Hotel Restaurant Admin. Quart. (2002) 43(6):15–24Crossref, Google Scholar
• Wedel M., Kamakura W.Market Segmentation (2000) (Kluwer, London) Crossref, Google Scholar
• Wind J., Green P. E., Shifflet D., Scarbrough M. Courtyard by Marriott: Designing a hotel facility with consumer-based marketing models. Interfaces (1989) 19(1):25–47Link, Google Scholar