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  • April 2006
  • Background Note
  • HBS Case Collection

Designing Sustainable Service Models

By: Frances X. Frei
  • Format:Print
  • | Pages:30
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Abstract

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

Citation

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

Frances X. Frei

Technology and Operations Management
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More from the Author

    • July 2022
    • Faculty Research

    Bringing Ideas to Life: The Story of Paul English

    By: Youngme Moon, Frances X. Frei and F. Katelynn Boland
    • June 2022
    • Faculty Research

    Debbie Millman: Designing a Meaningful Life

    By: Francesca Gino, Frances X. Frei and Anne Morriss
    • June 2022 (Revised November 2022)
    • Faculty Research

    Larry Miller

    By: Francesca Gino, Frances X. Frei, Hise Gibson and Alicia Dadlani
More from the Author
  • Bringing Ideas to Life: The Story of Paul English By: Youngme Moon, Frances X. Frei and F. Katelynn Boland
  • Debbie Millman: Designing a Meaningful Life By: Francesca Gino, Frances X. Frei and Anne Morriss
  • Larry Miller By: Francesca Gino, Frances X. Frei, Hise Gibson and Alicia Dadlani
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