Rent the Runway (RTR), is a privately-owned service that rents out clothes, handbags and jewellery. It has a dry-cleaning warehouse that is the biggest in the world, processing 2,000 items per hour. It started by renting out formal dresses for weddings and other events. Eventually, it grew to the point where three-quarters of its clients used it to rent work clothes. Subscribers can rent four items at any one time. Turnaround has to be quick:

returned clothes are washed, repaired if necessary and any stains removed. Most items are in and out in less than a day.

(a) How does this service compare to a conventional garment retailer in terms of its IHIP characteristics?

(b) What do you think are its main service operations management responsibilities?