The strategic role of unused service capacity
The strategic role of unused service capacity
复制标题
未使用服务能力的战略作用
DOI：
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发表时间：
1999
期刊：
影响因子：
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通讯作者：
K. S. Lee
中科院分区：
文献类型：
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作者：
Irene C. L. Ng;Jochen Wirtz;K. S. Lee
服务的性质是易逝的。因此，管理服务公司的能力，以配合供应和需求已被吹捧为服务营销和管理实践的关键问题之一。本文提出了另一种视角的未使用的服务能力。基于对现有文献的回顾和探索性研究，本文采用了理论使用方法来绘制一组能力战略主张。这些主张表明，在减少未使用的服务能力的发生方面，文献建议和服务公司的实际做法之间存在分歧。本文还表明，能力可以作为一种资源，以实现一系列的战略目标，有助于提高企业的业绩。因此，服务公司不仅应从业务管理的角度，而且应从营销的角度来处理能力管理问题。
Services are by nature perishable. As such, managing a service firm’s capacity to match supply and demand has been touted as one of the key problems of services marketing and management practice. This paper advances an alternative perspective of unused service capacity. Based on a review of current literature and an exploratory study, this paper employs a theory‐in‐use methodology to map out a set of capacity strategy propositions. These propositions show a divergence between what literature suggests and what service firms actually practise with regard to reducing the occurrence of unused service capacity. The paper also demonstrates that capacity can be employed as a resource to achieve a series of strategic objectives that serve to improve the performance of the firm. Service firms should therefore approach capacity management not only from the standpoint of operations management, but also from that of marketing.