Abstract:Today, during service delivery, providers allocate their delivery resources such that their own delivery-dependent costs are minimal. However, during service delivery, costs arise not only for the provider, but for the customer, too. In industrial maintenance, for example, those costs arise-depending on service delivery-due to longer equipment unavailability. The concept of system-oriented service delivery aims at minimizing the total (customer and provider) delivery-dependent costs within the service system a… Show more
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