Focusing on Customer Time in Field Service: A Normative Approach

Although customer convenience should be rightfully considered a central element in field services, the customer experience suggests that service enterprises rarely take the customer's preferred time into account in making operational and scheduling decisions. In this paper we present the results of our exploratory research into two interrelated topics: the explicit inclusion of customer time in nonemergency field service delivery decisions and the analysis of trade‐off between the customer's convenience and field service provider's cost. Based on prior research in service quality we identify and illustrate two time‐based performance metrics that are particularly appropriate for assessing service quality in nonemergency field services: performance and conformance quality. To determine vehicle routes, we develop a hybrid heuristic derived from the existing and proven heuristic methods. A numerical example closely patterned after real‐life data is generated and used within a computational experiment to investigate alternate policies for promise time windows. Our experiment shows that over a reasonable range of customer cost parameters the policy of shorter promise time windows reduces the combined total cost incurred by the provider and the customers and should be considered a preferred policy by the field service provider. Managerial implications of this result are discussed.     

DIY Entrepreneurship? – Self‐reliance for Women Refugees in Australia

In this paper, we call for a re‐examination of the self‐reliance ideology based on a neoliberal perspective to make policies for refugee women's (self‐)employment and integration. We use a social constructionist perspective to conduct a narrative analysis of data from the lived experience of twelve women refugee entrepreneurs. Three prominent themes emerge from the women’s own narratives of their entrepreneurial journey – self‐reconstruction, social capital, and resilience. Our findings reveal the complexities of self‐reconstruction and socialization as experienced by refugee women entrepreneurs – for whom “push” factors take precedence over “pull” factors with the explicit understanding that the onus is on them to survive with their own resilience. We argue that offering people hope of a new life means offering them meaningful choices, built on forms of economic activity whose sustainability over the long term is evidenced by the positive supports available to make sure economic activity succeeds.