January 2023
Intermediate to advanced
250 pages
11h 7m
English
Content preview from Logistics and Supply Chain Management, 6th Edition
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Service supply chain processes
It is apparent that more and more companies are seeking to augment their offer through service enhancement. Done properly, building a strong service capability is a powerful basis for competitive advantage. However it needs to be recognised that it is not easy to differentiate a service business through the ‘outcome’ itself. For example, two different airlines might fly you from London Heathrow to JFK airport in New York and get you there on time – the outcome is the same. However, the way the outcome is delivered is the real means of differentiation, particularly when it’s a service. Thus, in the case of competing airlines the competitive differentials could be the booking system, the check-in process, employee ...
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