Exploring the elements of excellent service experiences from the perspective of operations management. Drawing from academic and practitioner insights, we point out examples of firms that have systems, processes, and practices that lead to consistent, meaningful experiences for customers.
June 28, 2010
I want to go fast!!!
Is it about speed of just fun? Can you assume that better customer experience comes because your process is faster or can you just make your experience more enjoyable? Maybe you could do both?