haku: @author Lovelock, C. / yhteensä: 4
viite: 2 / 4
| Tekijä: | Lovelock, C. |
| Otsikko: | Competing on service. Technology and teamwork in supplementary services (Absatzstrategie) |
| Lehti: | Planning Review
1995 : JUL-AUG, VOL. 23:4, p. 32-39,46-47 |
| Asiasana: | |
| Vapaa asiasana: | UNTERNEHMENSSTRATEGIE, KUNDENDIENST |
| Kieli: | eng |
| Tiivistelmä: | 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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