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dc.contributor.advisorFrei, Frances X
dc.contributor.authorBuell, Ryan W.
dc.date.accessioned2021-06-07T11:10:32Z
dash.embargo.terms2014-06-25
dc.date.created2012
dc.date.submitted2012
dc.identifier.citationBuell, Ryan W. 2012. The Experience of Production: Essays on Customers in Service Operations. Doctoral dissertation, Harvard Business School.
dc.identifier.other3516332
dc.identifier.urihttps://nrs.harvard.edu/URN-3:HUL.INSTREPOS:37367787*
dc.description.abstractOver 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.
dc.format.mimetypeapplication/pdf
dc.language.isoen
dash.licenseLAA
dc.subjectCustomer behavior
dc.subjectOperational transparency
dc.subjectSatisfaction and retention
dc.subjectService automation
dc.subjectService operations
dc.subjectService quality
dc.subjectOperations research
dc.subjectManagement
dc.titleThe Experience of Production: Essays on Customers in Service Operations
dc.typeThesis or Dissertation
dash.depositing.authorBuell, Ryan W.
dash.embargo.until2014-06-25
dc.date.available2021-06-07T11:10:32Z
thesis.degree.date2012
thesis.degree.grantorHarvard Business School
thesis.degree.levelDoctoral
thesis.degree.nameD.B.A.
dc.contributor.committeeMemberCampbell, Dennis
dc.contributor.committeeMemberNorton, Michael I
dc.contributor.committeeMemberRaman, Ananth
dc.type.materialtext
thesis.degree.departmentTechnology & Operations Management
dash.author.emailrbuell@hbs.edu


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