Integrating Service Strategy in the Manufacturing Company

• Author(s): Hervé Mathe, Roy D. Shapiro,
• Publisher: Chapman & Hall
• Pages: 237
• ISBN_10: 0412467801
  ISBN_13: 9780412467806
  
• Language: en
• Categories: Business & Economics / Customer Relations , Business & Economics / Industries / Service ,

Description:... This text aims to provide industrial companies with directions for turning after-sales service to competitive advantage. The text focuses on the increasing realization of the importance of after-sales service which comes with a need to include service within overall corporate strategy. Customer-supplier relationships as well as performance criteria should be defined, and strategies agreed, if full competitive advantage is to be gained. The author introduces the service mix as a competitive tool of very real practical use.