Combining operations and marketing to manage capacity and demand in services

K. J. Klassen, T. R. Rohleder

Research output: Contribution to journalArticlepeer-review

57 Scopus citations


Although profitability is generally increased when services do well at matching demand and capacity, service managers continue to struggle in this area. This article summarises major demand and capacity management literature from both operations and marketing fields with the view to combine the knowledge into a pragmatically based framework. The primary focus is on services that cannot schedule customers (e.g., banks, supermarkets), since these provide the greatest challenge for demand management. Narrowing this further, the article gives preference to work that has information useful to promote future modelling efforts.

Original languageEnglish (US)
Pages (from-to)1-30
Number of pages30
JournalService Industries Journal
Issue number2
StatePublished - 2001

ASJC Scopus subject areas

  • Strategy and Management
  • Management of Technology and Innovation


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