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The Handbook of Behavioral Operations ManagementSocial and Psychological Dynamics in Production and Service Settings$
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Elliot Bendoly, Wout van Wezel, and Daniel G. Bachrach

Print publication date: 2015

Print ISBN-13: 9780199357215

Published to Oxford Scholarship Online: May 2015

DOI: 10.1093/acprof:oso/9780199357215.001.0001

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PRINTED FROM OXFORD SCHOLARSHIP ONLINE (oxford.universitypressscholarship.com). (c) Copyright Oxford University Press, 2021. All Rights Reserved. An individual user may print out a PDF of a single chapter of a monograph in OSO for personal use. date: 20 June 2021

Satisfaction Architect

Satisfaction Architect

Service Design and Its Behavioral Implications

(p.154) Chapter 9 Satisfaction Architect
The Handbook of Behavioral Operations Management

Louis St. Peter

Walter L. Wallace

Yusen Xia

Oxford University Press

This chapter presents the traditional service deign and service delivery with the consideration of customer behaviors. The traditional focus on the elements of service design deals with the issue of customer variability as a problem, and focuses on finding the best trade-off between the costs of variability and the benefits of satisfied customers. In contrast, adopting a more expansive view, it is possible to frame variability not as a problem but as an opportunity. This opportunity emerges with recognition that the effective management of variability requires a service provider to accept customer behavior as a normal and expected part of the service delivery process.

Keywords:   service design, customer behavior, service delivery, customer satisfaction, variability

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