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Abstract
Because ''good service'' is in vogue, some firms are investing huge sums in upgraded service without analysing the costs and benefits of the investment. A successful service strategy, the author notes, requires just as much rigorous analysis as a product development or distribution strategy. This paper will help managers to undertake that analysis.
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Abstract
Because ''good service'' is in vogue, some firms are investing huge sums in upgraded service without analysing the costs and benefits of the investment. A successful service strategy, the author notes, requires just as much rigorous analysis as a product development or distribution strategy. This paper will help managers to undertake that analysis.