Service chains’ operational strategies: standardization or customization? Evidence from the nursing home industry
<p><b>Problem definition:</b> We investigate how the degree of standardization (DoS) across service chain-belonging units impacts units’ performance outcomes. We study this question in the nursing home industry, focusing on the DoS in three operational dimensions—customer mix, serv...
Main Authors: | Kong, L, Hu, K, Verma, R |
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Format: | Journal article |
Language: | English |
Published: |
INFORMS
2022
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