Background Note | HBS Case Collection | April 2006

Designing Sustainable Service Models

by Frances X. Frei


Taught as the second module in a Harvard Business School course on Managing Service Operations. Addresses the challenge of designing service models that effectively incorporate a customer operating role, as well as how to align operations to deliver value to both the firm and the customer. Also explores the role of customer discretionary behavior as well as developing mechanisms to influence.

Keywords: Business Model; Customers; Design; Managerial Roles; Consumer Behavior; Service Operations; Power and Influence; Value;


Frei, Frances X. "Designing Sustainable Service Models." Harvard Business School Background Note 606-031, April 2006.