Competing On Service: Technology and teamwork in supplementary services

Abstract

Do your customers experience a seamless delivery of your products and services? Or are they frustrated by thoughtless employees or cumbersome processes? Evaluate your deliveiy of supplementary services using the “Flower of Service” as a guide.

Citation

Lovelock, C. (1995), "Competing On Service: Technology and teamwork in supplementary services", Planning Review, Vol. 23 No. 4, pp. 32-47. https://doi.org/10.1108/eb054517