search query: @author Vandermerwe, S. / total: 20
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| Author: | Vandermerwe, S. |
| Title: | Building seamless service structures: some whys, whats, hows |
| Journal: | European Management Journal
1994 : SEP, VOL. 12:3, p. 280-286 |
| Index terms: | SERVICE COMPANIES STRATEGY |
| Language: | eng |
| Abstract: | Winning corporations today are relinquishing the "pyramid" and sequential distribution chains as structures for organising resources. Such corporations are customer-focused and are developing new customer skills, and the networks is the most obvious and relevant way of organizing resources to give customers value-added services. The author explores this notion of "value-added management" as fundamental to the seamless networking structure needed to truly serve customers, and uses the human brain as a metaphor. |
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