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| Author: | Vandermerwe, S. |
| Title: | Building Seamless Service Structure: Some Whys, Whats, Hows |
| Journal: | European Management Journal
1994 : ,Vol.12;3,p.280-286 |
| Index terms: | NETWORKS PRODUCT QUALITY CUSTOMERS |
| Language: | eng |
| Abstract: | Winning corporations today are relinquishing the "pyramid" and sequential distribution chains as structures for organizing resources. Such corporations are customer-focused and are developing new customer skills, and the network is the most obvious and relvant way of organizing resources to give customers value-added services. Sandra Vandermerwe explores this notion of "value-added management" as fundamental to the seasmless networking structure needed to truly serve customers, and uses the human brain as a methaphor. She then puts forward a set of guidelines in four steps to build seamless network structures to maximize satisfaction and profitability of customers, which involves the notion of "customer activity cycles". |
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