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Beyond Service Fads – Meaningful Strategies for the Real World
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By Kevin Coyne
Summer 1989
Reprint 3047
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Volume 30, Number 4, pages 69-76, 8 pages
Primary Topic: Service and Quality
Secondary Topic: Corporate Strategy
SummaryBecause "good service" is in vogue, some firms are investing huge sums in upgraded service without analyzing the costs and benefits of the investment. A successful service strategy, the author notes, requires just as much rigorous analysis as a product development or distribution strategy. This paper will help managers to undertake that analysis. |
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