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Service Management: An Integrated Approach to Supply Chain Management and Operations
book

Service Management: An Integrated Approach to Supply Chain Management and Operations

by Cengiz Haksever, Barry Render
June 2013
Intermediate to advanced content levelIntermediate to advanced
528 pages
15h 3m
English
Pearson
Content preview from Service Management: An Integrated Approach to Supply Chain Management and Operations

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 ...

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Publisher Resources

ISBN: 9780133088816Purchase book