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Managing Service Operations

A Resource for the Managing Service Operations MBA Course at Harvard Business School

Tag: Labor Illusion

September 6, 2019

Wait Wait…Tell Me!

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March 10, 2019

Make Customers Happier with Operational Transparency

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March 1, 2019March 10, 2019

Operational Transparency

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November 28, 2017

Domino’s Tracking App Tells You Who Made Your Pizza—Or Does It?

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February 23, 2017February 23, 2017

Why Some Apps Use Fake Progress Bars

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February 22, 2017February 23, 2017

Audio engineering is making call center robots more ‘human’ and less annoying

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September 28, 2014February 23, 2017

Think Customers Hate Waiting? Not So Fast…

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