haku: @author Devlin, J. F. / yhteensä: 2
viite: 2 / 2
« edellinen | seuraava »
| Tekijä: | Devlin, J. F. |
| Otsikko: | Adding value to service offerings: the case of UK retail financial services |
| Lehti: | European Journal of Marketing
1998 : VOL. 32:11-12, p. 1091-1109 |
| Asiasana: | Strategy Finance Industries Marketing Quality United Kingdom |
| Vapaa asiasana: | Competitive strategy Financial services |
| Kieli: | eng |
| Tiivistelmä: | In the study, practitioner views are explored regarding which elements of the service offering to emphasize when formulating strategies to add value and, hence, gain competitive advantage in services markets. Particularly, the case of retail financial services is employed to investigate hypotheses regarding variations in importance of elements of the service offer in adding value due to increased complexity and intangibility of some offerings and the resultant implications for consumer evaluation. Evidence suggests that these issues may be particularly relevant in the context of services and that consequently many of the common prescriptions regarding strategy formulation may be rather more difficult for services organisations to implement. It is found i. e. that factors such as image and reputation of the organisation, as well as functional service quality, are perceived to be particularly important in adding value to more complex financial services offerings. |
« edellinen | seuraava »
SCIMA