Control systems for customer behavior
By: Frances X. Frei, Amy C. Edmondson, Corey Hajim
Contributors: Harvard Business School. Division of Research; Hajim, Corey; Edmondson, Amy C.
Series: Working paper / Division of Research, Harvard Business School -- 03-039; Working paper (Harvard Business School. Division of Research) -- 03-039
Publisher: Division of Research, Harvard Business School
Published: 2002
Place of publication: Boston]
Language: eng
Description: Can customers be motivated to act in ways that promote high quality and low cost for the firm? Systems for shaping employee behavior have a long and fairly successful history. Our research suggests that similar thinking can be put to work to help shape customer behavior.