the strategy of the rm will be a success or failure. It is the frontline, which
includes personnel, physical resources and operational systems that interacts
with customers. e frontline people take most of the decisions relating to the
basic service package (BSP) to be o ered to each customer against the need
patterns. e performance of the frontline decides the success or failure of the
organization. e other managerial parts of the organization should facilitate
the frontline, for e cient performance in buyer–seller interactions.
The Service Triangle
C. Grönroos
16
developed one of the most popular strategic ...
Become an O’Reilly member and get unlimited access to this title plus top books and audiobooks from O’Reilly and nearly 200 top publishers, thousands of courses curated by job role, 150+ live events each month, and much more.