Building seamless service structures: Some whys, whats, hows
Winning corporations today are relinquishing the 'pyramid' and sequential distribution chains as structures for organizing resources. Such corporations are customer-focused and are developing new customer skills, and the network is the most obvious and relevant way of organizing resources to give customers value-added services. Sandra Vandermerwe explores this notion of 'value-added management' as fundamental to the seamless networking structure needed to truly serve customers, and uses the human brain as a metaphor. She then puts forward a set of guidelines in four steps to build seamless network structures to maximize satisfaction and profitability of customers, which involves the notion of 'customer activity cycles'.
Year of publication: |
1994
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Authors: | Vandermerwe, Sandra |
Published in: |
European Management Journal. - Elsevier, ISSN 0263-2373. - Vol. 12.1994, 3, p. 280-286
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Publisher: |
Elsevier |
Saved in:
Online Resource
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