search query: @author Davidow, W. H. / total: 3
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| Author: | Davidow, W. H. Uttal, B. |
| Title: | Service companies: focus or falter. |
| Journal: | Harvard Business Review
1989 : JUL-AUG, VOL. 67:4, p. 77-85 |
| Index terms: | SERVICE MANAGEMENT CORPORATE STRATEGY MARKETING STRATEGY |
| Language: | eng |
| Abstract: | Strategic problems of service companies are discussed. Examples are presented for successful strategies. The importance of strategic thinking is highlighted. Market segmentation is found to be the essence of strategy making. Marketing segmentation is compared with customer service segmentation. The problem of matching supply and demand is examined. Examples are presented for classifying customers. Ways of finding out what customers want and expect are outlined. Characteristics of a good service system are summarized. Strategies of great service providers are analysed, main strategic steps are identified. |
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