naa a22 4500 510772722 CHVBK 20180411083219.0 cr unu---uuuuu 180411e20131101xx s 000 0 eng 10.1007/s12927-013-0001-1 doi (NATIONALLICENCE)springer-10.1007/s12927-013-0001-1 Resource dynamics on service effectiveness: Evidence from the small business service industry in the United States [Elektronische Daten] [Kuntal Bhattacharyya, Pratim Datta, Arup Maitra] How can small business specialty service operations achieve service effectiveness without compromising customer satisfaction and revenue maximization? Empirically grounded in the operations of a two-physician specialty healthcare clinic in the mid-western part of United States, this paper simulates workflow efficiencies to surface resource use and operational limitations germane to similar small business service operations and discusses the impact of resource dynamics on service effectiveness in small business specialty service operations with appointment-driven deterministic throughput. By integrating design of experiments (DoE) with traditional simulation modeling, our study supports the fact that resources in throughput-constrained service settings suffer from the law of diminishing returns and we contend that the mix of resources in small business specialty service operations is constrained by a culture of specificity. Small business specialty service operations with controlled customer flow and facing constant resource constraints must scrutinize their resource selection and allocation carefully to achieve a desired level of service effectiveness. The Society of Service Science and Springer, 2013 Service Effectiveness nationallicence Scheduling nationallicence Discrete-Event Simulation nationallicence Asset Specificity nationallicence Appointment-Driven nationallicence Bhattacharyya Kuntal Scott College of Business, Indiana State University, 47803, Terre Haute, IN, USA aut Datta Pratim Kent State University, 44242, Kent, OH, USA aut Maitra Arup Renal Consultants, Inc., 44708, Canton, OH, USA aut Journal of Service Science Research The Society of Service Science 5/1(2013-11-01), 1-33 2093-0720 5:1<1 2013 5 12927 https://doi.org/10.1007/s12927-013-0001-1 text/html Onlinezugriff via DOI 1 research-article jats NATIONALLICENCE 856 40 https://doi.org/10.1007/s12927-013-0001-1 text/html Onlinezugriff via DOI NATIONALLICENCE 700 1- Bhattacharyya Kuntal Scott College of Business, Indiana State University, 47803, Terre Haute, IN, USA aut NATIONALLICENCE 700 1- Datta Pratim Kent State University, 44242, Kent, OH, USA aut NATIONALLICENCE 700 1- Maitra Arup Renal Consultants, Inc., 44708, Canton, OH, USA aut NATIONALLICENCE 773 0- Journal of Service Science Research The Society of Service Science 5/1(2013-11-01), 1-33 2093-0720 5:1<1 2013 5 12927 Metadata rights reserved Springer special CC-BY-NC licence nationallicence BK010053 XK010053 XK010000 NATIONALLICENCE NATIONALLICENCE NL-springer