The Value Contribution of Service Capacity Management to the Company s Operations and Performance

George Cosmin Tanase

Romanian Distribution Committee Magazine, 2014, vol. 5, issue 4, 14-18

Abstract: For producing and delivering a specific service unit, certain service resources are necessary. The service capacity describes the amount of service resources which are available for service production and delivery. Due to the direct contact between these service resources and the customer (or their objects), which are integrated into the service process, a service provider can only deliver as many service units as service capacities are available. However, in every service setting there are often situations where there is a gap between demand and capacity, meaning the gap between the number of potential users of the service and the amount of service resources available.

Keywords: Demand Level; Service Capacity; Resources; Perishability; Revenues; Customer Perception; Highly Competitive Market; Predictability; Demand Patterns (search for similar items in EconPapers)
JEL-codes: D24 L80 (search for similar items in EconPapers)
Date: 2014
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