Robust services: People or processes?

Rebecca Goldberg
Rebecca Goldberg

Business Horizons, pp. 521-527, 2019.

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Abstract:

Service systems are inherently subject to variability, whether through customers, service providers, suppliers, or unexpected events. Yet, customers demand excellence and consistency regardless of this variability. In general, there are two ways to handle this variability: with people or with processes. We use the concept of robustness to...More

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