An Analytical Approach for Allocating Service Recovery Efforts to Reduce Internal Failures
基于可靠性理论构建分析模型，指导管理者在服务交付过程中分配补救投资以减少内部故障，通过拉格朗日方法求解并对比不同目标下的投资分配方案。
Prior research substantiates the value of compensating customers for poor quality. However, little guidance has been provided for the recovery of errors while service delivery is in progress. The authors provide analytical models inspired by reliability theory to guide managers in allocating their investments in service recovery. Models are constructed to achieve four different objectives and converted to Lagrangian formulations for solution. Example solutions illustrate the contrast in investment allocations.