Differentiating Services
When the physical product cannot easily be differentiated, the key to competitive success may lie in adding valued services and constantly improving their quality. Rolls-Royce PLC has ensured that its aircraft engines are in high demand by continuously monitoring the health of its airplane engines in use around the world through live satellite feeds. Under its TotalCare and CorporateCare programs, airlines pay Rolls a fee for every hour an engine is in flight, and Rolls assumes the risks and costs of downtime and repairs.
The main service differentiators are ease of ordering; speed and timing of delivery; installation, training, and consulting; maintenance and repair; and returns.
Ease of Ordering
Ordering ease reflects ...
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