Breaking the trade-off between efficiency and service

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<namePart>Frei, Frances X.</namePart>
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<abstract>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</abstract>
<note type="statement of responsibility">by Frances X. Frei</note>
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<text>November 2006 ; p. 93-101</text>
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