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Full Length Research Paper
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Mass
customization in design of service delivery system:
Review and prospects
Jue Chen*
and Yunhong Hao
The Tourism and City Management School, Zhejiang Gongshang
University, No.18, Xuezheng Str., Xiasha University Town,
Hangzhou 310018, China.
*Corresponding
author. E-mail:
chenjue8@yahoo.com. Tel: 0086-57185599895,
0086-13905815175.
Accepted 21 April, 2010 |
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Abstract |
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The paper intends to present clear pictures of research
evolution in two research domains based on a thorough literature
review: The service system design and mass customization areas.
It identifies a necessity for integrating these two areas, which
adopted the concepts of mass customization to guide the service
delivery system design to cope with the traditional operation
dilemma. This could lead to a new research area for exploration
with both great industrial and academic significance. The paper
finally presents brief research suggestions to stimulate further
research efforts in application of mass customization in the
service delivery system design at both macro and micro level
from an integrated product/process view.
Key words:
Mass customization, service delivery system, modularity,
postponement. |
