Improving reliability and speed in service mass customization: a case study in Chinese restaurant

摘要

The paper explores the key issues on improving reliability and speed in service mass customization based on a case study of Chinese restaurant. Findings are given in terms of integration of 3 "Ps" in service operation, modular product and process design, rationalization of information flow, role of service delivery in the mixed service provision and incorporation of customers' participation into service process.