The dissertation considers the heterogenity of firms. It consists of a theoretical and an empirical part. In the theoretical part it is examined to what extent asymmetries between customers have an impact on firm behavior. In the empirical part, the author analyzes the level of heterogeneity of firm performance within industries. Chapter 1 introduces the reader into the topic of firm heterogene...

We consider how to partition arriving customers into service groups that will be served separately , in a rst-come rst-served manner, by multi-server service systems having a provision for waiting, and how to assign an appropriate number of servers to each group. We assume that customers can be classiied upon arrival, possibly according to their service requirements. We model the congestion exp...

This study examines changes in restaurant customers' quality expectations prior to and after the COVID-19 pandemic. The purpose of this is investigate if how have changed during In addition, present research also aims determine which marketing (7P) dimensions will best explain post-COVID era. With a snowball sampling method, total 421 valid online questionnaires were obtained. structured questi...