Customization and Judgement in Service Delivery

Customization and Judgement in Service Delivery

Service strategy discussion is complicated by the diversity of service firms in the economy and their differing customer relationships. Strategic insights that transcend industry boundaries are needed to avoid the myopic view, which is prevalent among service managers, that concepts do not translate from one industry to another. Competitive strategies used by banking services could find an application in laundry services because both deal with a customer’s property. Read More...
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