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| Author: | Grönroos, C. Sand, H. Å. |
| Title: | A winning service offer in car rental. |
| Journal: | Management Decision
1993 : VOL. 31:1, p. 45-51 |
| Index terms: | CAR HIRE INDUSTRY SERVICE MARKETING POSITIONING COMPETITIVE ADVANTAGE |
| Language: | eng |
| Abstract: | A service can be developed and differentiated into a unique service offering, an augmented service offering. This model is geared to the characteristics of services as intangible products and to the process nature of services. It takes into account not only the outcome dimension of the service offering but also the process dimension. A case from the car rental business in Sweden is used to show how the model works. |
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