Influencing Customer Behavior in Service Operations Harvard Case Solution & Analysis

Examines the ways in which service firms can influence the behavior of their clients. Based on research on the motivation of employees, and applying it to the client motivation, note describes two levels of management control: instrumentation, which shapes the behavior by rational incentives and regulatory control, which is engaged in human emotion, motivation through an almost universal desire to be seen in a positive world.
student technical note used in the first module of the course at Harvard Business School to regulate operation of the service, which examines the role of the operating management of clients (606-032). "Hide
by Francis H. Frey, Amy C. Edmondson 8 pages. Publication Date: March 10, 2006. Prod. #: 606061-PDF-ENG

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