Service firms can strategically view their operations along a continuum ranging

Service firms can strategically view their operations along a continuum ranging from necessary evil to the other extreme where operations are viewed as a key source of competitive advantage. Clearly Build-A-Bear Workshops have used their world-class service delivery systems to create a compelling service experience for its customers. Build-A-Bear Workshops offer an experience-based business model where customers and their children grandchildren nieces nephews or friends can make and accessorize their own teddy bears. Given the option of purchasing a bear off the shelf at a the local discount toy store or accompanying a child to a Build-A-Bear Workshop where they can be personally involved in creating the bear as a family many customers are enthusiastically opting for the latter choice.