Tag Archives: Dennis Campbell

Retention is Not the Same Thing as Satisfaction

Last year I posted about the research Dennis Campbell and I did in financial services where we found the surprising result that self-service can increase costs (the article was just published in Management Science.)  Dennis and I have been working …

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Upside Down Operations: Self-Service Can Increase Labor Costs

A “self-service” play almost always has a strong cost component.  The model’s logic is that if your customers are doing more of the work, then your employees can do less of it — and can be paid less for it.  …

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