The experience of production
Subtitle: essays on customers in service operations
By: a dissertation presented by Ryan W. Buell to Frances X. Frei, Dennis Campbell, Michael I. Norton, Ananth Raman in partial fulfillment of the requirements for the degree of Doctor of Business Administration in the subject of technology and operations management
Contributors: Harvard Business School
Publisher: ProQuest, UMI Dissertation Publishing
Published: 2012
Place of publication: Ann Arbor, MI
Language: eng
Number of pages: 124
Copyright date: 2012
Subjects: Consumer behavior; Production planning
Description: Over time, the delivery of services has become increasingly co-productive (customers participate materially in the production of service outcomes) and inseparable from customer view. As a result, a distinctive aspect of service operations is that they feature production processes in which the experience of production influences customer behavior. In particular, operational choices intended to maximize firm profits may backfire if they diminish customer experiences and, in the process, alter whether and how customers choose to perform their role in the firm's operating system. In three studies, my dissertation empirically explores how two specific operational choices - 1) whether and how a firm automates service, and 2) the level of service quality a firm chooses to provide relative to its competitors - affect the experiences and behaviors of its customers, and in turn, the firm's performance
Notes: UMI Number: 3516332.

D.B.A. Harvard Business School 2012 Ryan W. Buell's thesis.

Includes bibliographical references (pages 112-123).