search query: @freeterm UNTERNEHMENSSTRATEGIE, KUNDENDIENST / total: 2
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| Author: | Lovelock, C. |
| Title: | Competing on service. Technology and teamwork in supplementary services (Absatzstrategie) |
| Journal: | Planning Review
1995 : JUL-AUG, VOL. 23:4, p. 32-39,46-47 |
| Index terms: | |
| Freeterms: | UNTERNEHMENSSTRATEGIE, KUNDENDIENST |
| Language: | eng |
| Abstract: | Service has become a business mantra. Ask a varied group of managers how they compete, and the chances are high that many will declare on service. Press them a little harder and they may add words like good value, quality, our people are the key, or convenience. These terms are not very informative for strategy and implementation. A better approach might be through a framework that identifies service elements and specifies opportunities to use both technology and teamwork to deliver them in ways that will create meaningful value for customers. |
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