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    Cutting Corners and Working Overtime

     
    http://www.people.hbs.edu/roliva/research/service/esq.html
    11/1/2000
    The complex characteristics of service delivery — including intangibility, inseparability, and labor intensity — make it difficult to measure and communicate. And, according to a recent working paper by professors Rogelio Oliva of HBS and John Sterman of MIT, these characteristics often combine with certain management practices to lock entire industries into a vicious cycle of eroding service standards.
    Lessons from the International Trachoma Initiative

    by Rogelio Oliva and John D. Sterman
    Excerpted from the HBS Working Paper "Cutting Corners and Working Overtime: Quality Erosion in the Service Industry"

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