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.
July 21, 2010
Dealing with excess capacity: camp edition
Often times services find novel ways to better utilize the high fixed costs that go into equipment or real estate. For example, a restaurant might start serving breakfast or begin catering in order to find additional income out of space. The Wall Street Journal reported on a a trend for summer camps to cater to wedding and parties. See the video below and read the article here. If any one is considering this - I want to come!
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