O'Reilly logo

Service Management: An Integrated Approach to Supply Chain Management and Operations by Cengiz Haksever, Barry Render

Stay ahead with the world's most comprehensive technology and business learning platform.

With Safari, you learn the way you learn best. Get unlimited access to videos, live online training, learning paths, books, tutorials, and more.

Start Free Trial

No credit card required

5. Service Strategy and Competitiveness

5.1. Introduction

A firm survives and prospers if it can create value for its stakeholders on a continual basis. A firm’s stakeholders include customers, employees, shareholders, suppliers, and community at large. A firm that provides value equally well as its rivals, or better than its rivals, will be a competitive firm. Why is creating value so important? A customer who believes that he has received good, or better yet, exceptional service will be a satisfied customer. A satisfied customer will be a loyal customer, and a loyal customer means repeat business for the firm in the months and years to come. A satisfied customer also helps recruit new customers for the firm. Satisfied customers are more likely ...

With Safari, you learn the way you learn best. Get unlimited access to videos, live online training, learning paths, books, interactive tutorials, and more.

Start Free Trial

No credit card required