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Essay / Research Paper Abstract
This 4 page paper examines an article by Frei in respect to administering service. Bibliography lists 3 sources.
Page Count:
4 pages (~225 words per page)
File: RG13_SA108art.rtf
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Unformatted sample text from the term paper:
while operations management theory claims that variability should be eliminated, that would not be preferable in a customer service context (Frei, 2006). Customers, after all, judge quality on the variability
of a business (Frei, 2006). For example, the restaurant that can fit in an extra guest at a moments notice is preferred over one that is strictly governed by specific
rules. Of course, being too flexible invites chaos. There is a trade off and that is what the article is about. Authors go on to define variability and talk
about five distinct types. Arrival variability has to do with the time of arrival for customers and is attached to the idea that businesses will bend rules to accommodate customers
(Frei, 2006). Effort variability is related to the effort made by the consumer in terms of what he gets out of the experience (Frei, 2006). Subjective preference variability refers to
the idea that customers have different opinions in terms of how they are treated (Frei, 2006). The classic tradeoff results when something enters the fray-a customer preference for example-and that
creates a situation where the company will have to make a choice (Frei, 2006). The five different types of variability are provided in a matrix that allows for different reactions:
classic accommodation, low cost accommodation, classic reduction, and uncompromised reduction (Frei, 2006). To illustrate the different points, authors provide an example in respect to arrival times. A classic accommodation here
is to always have enough personnel available to assure that customers are well taken care of, but low cost accommodations would be to create a self service option or hire
low cost labor (Frei, 2006). The classic reduction reaction is to limit service availability or require reservations, but to compromise reduction is to create demand to smooth over the situation
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