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商品編號： 9-606-063 出版日期： 2006/03/14 作者姓名： Frei, Frances X. 商品類別： Service management 商品規格： 19p 再版日期： 地域： 產業： 個案年度： -
商品敘述：
A student technical note used in the first module of a Harvard Business School course on Managing Service Operations, which addresses managing the operating role of customers (606-032). 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.
涵蓋領域：
Management controls;Managing uncertainty;Customer service;Operations research;Human behavior;Control systems;Incentives
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