TY  - JOUR
AB  - In most western economies at least, both service firms and
manufacturers of goods are facing a new type of competition, which has
been emerging over the last decade or so. The technical solution
embedded in a service or a good does not guarantee a solid competitive
position any more, as it often used to do. This new situation can be
called service competition, because managers will have to appreciate the
importance of good service in most competitive situations and, moreover,
to understand what new challenges they will have to cope with in this
situation. The new competition requires a “service know‐how”
on the strategic as well as on the operational level. The consequences
for the strategic thinking in a firm and the challenges for management
are discussed. A definition of service management is proposed and a set
of principles of service management are put forward.
VL  - 1
IS  - 1
SN  - 0956-4233
DO  - 10.1108/09564239010139125
UR  - https://doi.org/10.1108/09564239010139125
AU  - Gronroos Christian
PY  - 1990
Y1  - 1990/01/01
TI  - Service Management: A Management Focus for Service Competition
T2  - International Journal of Service Industry Management
PB  - MCB UP Ltd
SP  - 6
EP  - 14
Y2  - 2024/04/20
ER  -