Success strategies in a service economy
Two basic characteristics of a service -- intangibility and simultaneity -- imply many consequences for management. Roland Van Dierdonck explores these and recommends a number of success strategies such as precise definition of the service concept, focus, internal communications and training, attention to 'base-office' and redefining customer participation as ways companies can beat off competition from other service organizations.
Year of publication: |
1992
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Authors: | Van Dierdonck, Roland |
Published in: |
European Management Journal. - Elsevier, ISSN 0263-2373. - Vol. 10.1992, 3, p. 365-373
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Publisher: |
Elsevier |
Saved in:
Online Resource
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