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A Tradeoff between Customer Efficiency and Firm Productivity in Service Delivery Systems
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 Title & Authors
A Tradeoff between Customer Efficiency and Firm Productivity in Service Delivery Systems
Trinh, Truong Hong; Kachitvichyanukul, Voratas; Luong, Huynh Trung;
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 Abstract
The paper proposes a non-parametric methodology, data envelopment analysis, for measuring efficiency and productivity in service delivery systems with capacity constraints. The methodology provides allocation approaches for studying behaviors of firm and customers in service delivery strategy. The experimental study is carried out to investigate allocation behaviors and conduct an objective tradeoff between efficiency approach and productivity approach. The experimental result indicates that the efficiency approach allocates resource via maximizing customer efficiency rather than firm productivity as in the productivity approach. Moreover, the experiment reveals that there exists an objective tradeoff between the efficiency approach and the productivity approach. These findings provide strategic options for allocation policy in service delivery systems.
 Keywords
DEA Method;Customer Efficiency;Firm Productivity;Malmquist TFP Index;Service Delivery System;
 Language
English
 Cited by
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DCBA-DEA: A Monte Carlo Simulation Optimization Approach for Predicting an Accurate Technical Efficiency in Stochastic Environment,;;

Industrial Engineering and Management Systems, 2014. vol.13. 2, pp.210-220 crossref(new window)
1.
DCBA-DEA: A Monte Carlo Simulation Optimization Approach for Predicting an Accurate Technical Efficiency in Stochastic Environment, Industrial Engineering and Management Systems, 2014, 13, 2, 210  crossref(new windwow)
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