個案資料
了解個案內容與學習目標，選擇授課教師及使用課程。
Customer-Introduced Variability in Service Operations
內容大綱
Presents a typology of customer-introduced variability and offers guidance on how to manage each type. Central to the ideas developed is how to mitigate the effects of the apparent trade-off between reducing variability and diminishing the service experience or accommodating variability and compromising operational efficiency.