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THE IMPACT OF DEMAND UNCERTAINTY AND CONFIGURATION CAPACITY ON CUSTOMER SERVICE PERFORMANCE IN A CONFIGURE‐TO‐ORDER ENVIRONMENT
Author(s) -
Nyaga Gilbert N.,
Closs David J.,
Rodrigues Alexandre,
Calantone Roger J.
Publication year - 2007
Publication title -
journal of business logistics
Language(s) - English
Resource type - Journals
SCImago Journal Rank - 2.611
H-Index - 79
eISSN - 2158-1592
pISSN - 0735-3766
DOI - 10.1002/j.2158-1592.2007.tb00059.x
Subject(s) - multivariate analysis of variance , skew , order (exchange) , service (business) , business , differential (mechanical device) , variance (accounting) , marketing , computer science , operations management , operations research , economics , engineering , telecommunications , finance , accounting , machine learning , aerospace engineering
This paper examines the simultaneous impact of demand variability, demand skew, and configuration capacity on customer service in a configure‐to‐order environment. Simulation is done in ARENA and data are analyzed using ANOVA and MANOVA. The findings indicate that the factors studied have differential impact on performance both individually and interactively.