CHAPTER 4: SERVICE STRATEGY
Service Strategy theory
Purpose and objectives
Service Strategy is the centre of the service lifecycle and the axis that all the other phases revolve around. The purpose of Service Strategy is to define what a service provider needs to do to support its customer. The Service Strategy adopted must support the organisation’s overall business outcomes. As part of its purpose, Service Strategy will define plans, patterns, a position and perspective for how the service provider will behave.
Service Strategy has a number of ...