search query: @author Heskett, J. L. / total: 11
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| Author: | Heskett, J. L. |
| Title: | Lessons in the service sector. |
| Journal: | Harvard Business Review
1987 : MAR-APR, VOL. 65:2, p. 118-126 |
| Index terms: | SERVICE INDUSTRIES SERVICE MARKETING QUALITY CONTROL |
| Language: | eng |
| Abstract: | Many successful service providers have strategies in common that offer lessons to other companies. The examples discussed give a glimpse of forward looking management practice,based on coordination of the marketing-operation relationship,a strategic service vision, an ability to redirect it inward,a stress on the control of quality,an appraisal of the effects of scale on both efficiency and effectiveness,the substitution of information for other assets,and the exploitation of information to generate new business. As part of a business strategy they promise twin benefits. |
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