E-Man 251 Marketing
E-Man 251 Marketing
Breaking the Trade-Off between Efficiency & Service Analysis
Frances X. Frei’s article in the November 2006 Harvard Business Review discusses ways service businesses need to deal with customer variability. Her beings with an example of a business that have their customers show room floor and how customers aren’t simply opening their wallets, they are involved in the ongoing operation of the company. Even though Ms.Frei focuses on service businesses, her article provides useful insights for libraries. The first step in managing customer variability is understanding the forms it can take.
Arrival variability: This is the first and most common type of variability. This type is when customers don’t want service
Breaking the Trade-Off between Efficiency & Service Analysis
Frances X. Frei’s article in the November 2006 Harvard Business Review discusses ways service businesses need to deal with customer variability. Her beings with an example of a business that have their customers show room floor and how customers aren’t simply opening their wallets, they are involved in the ongoing operation of the company. Even though Ms.Frei focuses on service businesses, her article provides useful insights for libraries. The first step in managing customer variability is understanding the forms it can take.
Arrival variability: This is the first and most common type of variability. This type is when customers don’t want service