Managing Service Demand at the Point of Delivery
提出在服务交付点通过去专业化流程（如常规化、解耦、委派和机械化）来管理需求，涉及客户、服务和交付模式的双向匹配，帮助服务运营提升效率和效果。
The component processes by which demand management at the point of delivery might be accomplished are presented. Overemphasis of the “professionalism” of service production and delivery can lead a service operation to miss important opportunities for increasing both efficiency and effectiveness. Demand management through “deprofessionalization” processes—including routinization, decoupling, delegation, and mechanization—involves a bidirectional matching process. The process is defined by three elements (customers, services, and delivery modes) and three functions (matching, segmenting, and channeling.)