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Centralized distribution systems can pool risk across many markets as inventory can shift from low demand markets to high demand areas. On the other hand, a decentralized channel design allows store managers to control inventory according to area specific conditions. In this paper, we study a hybrid system that takes advantage of both types of setups. In addition to the considerations of risk pooling and local differences, we also examine situations where a centralized operation in a hybrid configuration can obtain information about general demand from decentralized local stores.

Abstract: Research on service quality has well established that the customer perception of the quality of a service encounter depends on customer ' s pre-service expectations. However, commonly used service quality measurement methods, such as SERVQUAL, make a static measurement of customer ' s pre-service expectations on multiple dimensions to form a composite expectations score. This paper reports a study of possible variations in pre-service expectations of customers in the health care industry with repeated use of the service.

These methods differ significantly in their effectiveness, and we provide some guidelines for the selection of lot-sizing procedures in different manufacturing environments.

Today's demand for RFID solution is primarily driven by the RFID mandates. A solution providermay offer products to meet the needs of RFID mandate-driven customers, or to satisfy customerswho view RFID as a strategic investment, or both. However, the cost structure of compliance-drivenRFID solution and of integrating RFID into business applications differs significantly. The findingsof this study provide insights as to when an RFID solution provider should choose a one-size-fits-allstrategy, or a customized strategy to offer either a high-end niche product, or a line of products.

This paper details an action research project conducted to (a) improve supply chain management processes for a mid-market manufacturer of electronic components while (b) extending research on decision processes in small- and medium-sized enterprises (SME’s).

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