Publications
Publications
- April 2006
- HBS Case Collection
Designing Sustainable Service Models
By: Frances X. Frei
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.