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Table Of Contents

Seven Service Quality Gaps
From excess demand to excess capacity
Variations in Demand Relative to Capacity
Addressing Problem of Fluctuating Demand
Defining Productive Capacity
Capacity constraints
Capacity levels can be stretched or shrunk
Adjusting Capacity to Match Demand
Chase demand : Adjusting capacity to match demands
Understanding Patterns of Demand
Predictable Cycles
Predictable Demand Patterns and Their Underlying Causes
Analyzing Drivers of Demand
Demand Patterns by Market Segment
Alternative Demand Management Strategies
1) Taking no action
2) Reducing demand during Peak Times
Increase Demand to Match Capacity
Waiting Is a Universal Phenomenon!
Why Do Waiting Lines Occur?
Why waiting line occur
Saving Customers from Burdensome Waits
Alternative Queuing Configurations
Different Queue Configuration
Virtual waiting
Queuing System can be tailored to Market segments
The psychology of waiting
Ten Propositions on Psychology of Waiting Lines (1)
Ten Propositions on Psychology of Waiting Lines (2) (Table 9.3)
Benefits of Reservations
Characteristics of Well-Designed Reservations System
Setting Hotel Room Sales Targets by Segment and Time Period (Fig.9.7)
Information Needed for Demand and Capacity Management Strategies
Summary of Chapter 9: Balancing Demand and Productive Capacity (1)
Summary of Chapter 9: Balancing Demand and Productive Capacity (2)
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Managing Demand and Supply

Managing Demand and Supply

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Published by Vaibhav D Raval
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Published by: Vaibhav D Raval on Jun 02, 2013
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07/20/2013

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