Requirements engineering (RE) is not only part of the process while delivering or creating a service or product. In the pre-sales phase, RE activities play an important role during the offer preparation. Although this sounds like business as usual there is a major difference: the pre-sales phase entails challenges (e.g., a limited duration or the contractor’s pre-investment) having a tremendous...

Given the resources needed to launch a retail store on the Internet or change an existing online storefront design, it is important to allocate product development resources to interface features that actually improve store traffic and sales. We identified features that impact store traffic and sales using regression models of 1996 store traffic and dollar sales as dependent variables and inter...

Efficient workforce scheduling has an important impact on store profit and customer service. Standard scheduling problems do not recognize the effect of staff availability on customer sales, however, even though the latter is an important factor in the retail sector. In this paper a two-stage model is proposed for this purpose. In the first stage a sales response model is used to specify hourly...

The National Retail Data Monitor receives data daily from 10,000 stores, including pharmacies, that sell health care products. These stores belong to national chains that process sales data centrally and utilize Universal Product Codes and scanners to collect sales information at the cash register. The high degree of retail sales data automation enables the monitor to collect information from t...

This paper studies two stochastic Models (A) and (B) with bulk production and bulk sales of products with catastrophe. The system has infinite storing capacity and the production and sales sizes are finite valued random variables with finite maximum production and sales sizes. When a catastrophe occurs the entire stocks are sold. Matrix partitioning method is used to study the models. In Model ...

in this model, we establish an inventory model to determine the optimal inventory replenishment scheme for the economic production quantity (epq) model for imperfect, deteriorating items with sales return service under multiple production and rework setup. in one cycle, production process can produces the products in m production setups and reworks the defective items in one rework setup. the c...

The after–sales activities are nowadays acknowledged as a relevant source of revenue, profit and competitive advantage in most manufacturing industries. Top and middle management, therefore, should focus on the definition of a structured business performance measurement system for the after-sales business. The paper aims at filling this gap, and presents an integrated methodology for the after-...

Assessment of service quality has been widely utilized in after-sales service, especially the automotive industry. The purpose study was to determine factors affecting customer satisfaction an at Toyota Dasmarinas-Cavite Philippines by utilizing SERVQUAL approach. Several dimensions such as tangibles, reliability, responsiveness, assurance, and empathy were analyzed simultaneously satisfaction....

Both academics and practitioners emphasize the importance for product firms of pursuing service innovation. Despite a strategic focus on service-led growth, however, many firms struggle to succeed with their service innovation initiatives. In order to increase our understanding of the nature of service innovation in product firms, this chapter discusses the specificities in, and dynamics of, se...

The authors examine the influence of a firm’s market orientation and salesperson customer orientation on buyer–seller relationships. Data from a national manufacturer’s sales force and retail trade customers were used to test the influence of sales managers’ perceptions on salesperson attitudes toward a firm’s market orientation and its salesperson customer orientation. The impact of salesperso...