This paper proposes a slow-moving management method for a system using of intermittent demand per unit time and lead time demand of items in service enterprise inventory models. Our method uses zero-inflated truncated normal statistical distribution, which makes it possible to model intermittent demand per unit time using mixed statistical distribution. We conducted numerical experiments based on an algorithm used to forecast intermittent demand over fixed lead time to show that our proposed distributions improved the performance of the continuous review inventory model with shortages. We evaluated multi-criteria elements (total cost, fill-rate, shortage of quantity per cycle, and the adequacy of the statistical distribution of the lead time demand) for decision analysis using the Technique for Order of Preference by Similarity to Ideal Solution (TOPSIS). We confirmed that our method improved the performance of the inventory model in comparison to other commonly used approaches such as simple exponential smoothing and Croston’s method. We found an interesting association between the intermittency of demand per unit of time, the square root of this same parameter and reorder point decisions, that could be explained using classical multiple linear regression model. We confirmed that the parameter of variability of the zero-inflated truncated normal statistical distribution used to model intermittent demand was positively related to the decision of reorder points. Our study examined a decision analysis using illustrative example. Our suggested approach is original, valuable, and, in the case of slow-moving item management for service companies, allows for the verification of decision-making using multiple criteria.

This research is focused on understanding the interrelation between the different dimen-sions of the SERVQUAL model in the pharmaceutical area, which have differences in per-ceptions of service domains depending on the cultures in which they are immersed.To study the proposed relationships, we collect data of 100 pharmacy customers of Mex-ico and use SEM to test the relationship between SERVQUAL dimensions, purchase fre-quency, gender, and quality perception. Our results show that the SERVQUAL dimensions are interrelated, SERVQUAL dimen-sions and gender predict the perception of quality but not the purchase frequency. These results provide key information in order to understand in a better way the service quality in the pharmaceutical area. We develop a theoretical framework that is based on interrelationships between the dif-ferent dimensions of SERVQUAL, assuming that they are not independent of each other. This way of understanding SERVQUAL dimensions can provide relevant information to un-derstand better how individual perceptions affect the service quality in the pharmaceutical area.

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La literatura ha demostrado la importancia de evaluar el desempeño de la cadena de suministros en la industria de servicios, siendo fundamental entender cuáles factores de éxito son los que están influyendo en esta, más aún en los Servicio de alimentación y nutrición. En este estudio se proponen dos relaciones teóricas, la primera entre los factores de éxito de la gestión de la cadena de suministro y el desempeño de la gestión de la cadena de suministro, y la segunda entre los factores de éxito de la gestión de la cadena de suministro y la satisfacción usuaria, poniendo el foco en todas estas variables de estudio en componentes intangibles. Una primera exploración de estas relaciones teóricas se realizó en una muestra de dos Servicio de alimentación y nutrición, trece trabajadores y veinticuatro usuarios. Se llevó a cabo un modelo de ecuaciones estructurales multinivel, donde nuestros resultados nos señalan que los factores de éxito de la gestión de la cadena de suministro, compuestos por la confianza entre los trabajadores y la percepción de liderazgo, afectan positivamente tanto a la satisfacción laboral como a la satisfacción del usuario. Las implicancias prácticas y limitaciones de este estudio son discutidas.