Publications
Publications
- March 2006
- HBS Case Collection
Customer-Introduced Variability in Service Operations
By: Frances X. Frei
Abstract
Presents a typology of customer-introduced variability and offers guidance on how to manage each type. Central to the ideas developed is how to mitigate the effects of the apparent trade-off between reducing variability and diminishing the service experience or accommodating variability and compromising operational efficiency.
Keywords
Citation
Frei, Frances X. "Customer-Introduced Variability in Service Operations." Harvard Business School Background Note 606-063, March 2006.