Research Summary

Service Excellence by Design

by Frances X. Frei


This research addresses how to design sustainable service models that deliver ongoing value to both customers and the firm. In particular, the research reveals three principles of effective service management (see HBS 606-031 for a detailed discussion of these design principles):

  • Ground the service offering in specific service attributes.
  • Build an explicit mechanism for funding the service offering.
  • Set employees up to reasonably deliver the service offering’s value.