Research Summary
Research Summary
Service Excellence by Design
By: Frances X. Frei
Description
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 offerings value.