Strategic service management
Abstract
Considers the need imposed by increased competition for manufacturers to move from a traditional, reactive service approach based on routine maintenance programmes towards a more strategic customer servicing philosophy based on strategic service management. Argues for a complete management audit of company service policies in order to implement a company‐wide service culture. Concludes that the implementation of a service mission developing all relevant factors can enable manufacturers themselves to out‐perform third‐party organizations, thus maximizing opportunities offered in the expanding industrial and business service market.
Keywords
Citation
Roscitt, R. and Parket, I.R. (1990), "Strategic service management", Journal of Business & Industrial Marketing, Vol. 5 No. 1, pp. 27-40. https://doi.org/10.1108/EUM0000000002735
Publisher
:MCB UP Ltd
Copyright © 1990, MCB UP Limited