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Breaking the trade-off between efficiency and service

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      <subfield code="a">Breaking the trade-off between efficiency and service</subfield>
      <subfield code="c">by Frances X. Frei</subfield>
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      <subfield code="a">Service businesses struggle with a reality that is foreign to manufacturers : Customers "interfere" with their operations. To deliver consistent quality at sustainable cost, companies must learn to manage that involvement</subfield>
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      <subfield code="g">November 2006 ; p. 93-101</subfield>
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