Service strategy

Mathieu, V 2001. Service strategies within the manufacturing sector Benefits, costs and partnership. Int J Serv... 

DHHS. 1993. Dental amalgam A scientific review and recommended public health service strategy for research, education and regulation. Department of Health and Human Services, Public Health Service, Washington, D.C. 

Service quahty happens when an organization has employees who ate committed to quality in then-own work and are willing to go out of their way to dehver that high level of quahty to customers. This will only happen when there is a well-developed service strategy that defines an oiganizahon s shared values and organizes all of the other elements of service. 

Marketing, Sales, Distribution, and Customer Service 75% Diverse groups of customers and potential customers are surveyed on needs and satisfaction. The results shape marketing, sales, distribution, and customer service strategies (p. 39). 

Consider Bharti Tele-Ventures, the largest private telephone company in India. It recently outsourced and integrated its core functions - such as network and program management, help desk support, disaster recovery, IT, and billing - which freed it to focus exclusively on marketing and customer service strategies. As a result, Bharti tripled its subscriber base - from six to 18 million subscribers - in just 20 months. 

In this paper it has been also shown, how additional costs in the servicing of warranty can be minimized through optimal servicing strategies and effective warranty logistic management (D. N. R Murthy et al. 2002). In order to manage properly the warranty costs, companies should be sure about the warranty scope. 

Customer service strategy refers to prioritizing and focusing supply chain capabilities to deliver expected customer service. 

Figure 3. The service strategy triad (Source Roth Menor, 2003)...

Roth and Menor (2003) operationally defined their service strategy triad into five elements ... 

Table 2 houses the three major classes of inputs to the service strategy the underlying IT and operations/communications infrastructure, the customer targeting system, and the service offerings to be delivered. 

To explore the effect of information asymmetry on service level, we can compare the second-best service intensity a, which is optimal when the agent s actions are not observable, to the first-best intensity, that maximizes the principal s objective when the agent s actions are observable the first-best service strategy delivers the same service level, the so-called first-best level, in each period and state. The first-best service level is obtained by maximizing the principal s payoff per customer when the cost of service is the actual cost g a) and not the induced cost J [s a) ph cl)s a) PD (i)s a)] used... 

Bleuel, W. H., Management science s impact on service strategy. ... 

August Komendant (1906-1992), engineer and architect, collaborated with the great theorist and infiuentiai architectural thinker Louis Kahn (1901-1974), taking the ideas of Buckminster Fuiier (see page 178) into mainstream architecture. An ideal of a modern architecture deeply informed by structural principles and servicing strategy found expression in a series of their projects. 

A prime objective of any customer service strategy shouid be to enhance customer retention. Whiist customer service obviousiy aiso piays a roie in winning new customers it is perhaps the most potent weapon in the marketing armoury for the keeping of customers. 

The importance to the supplier of DPP is based on the proposition that a key objective of customer service strategy is to reduce the customer s costs of ownership . In other words the supplier should be looking at his products and asking the question How can I favourably influence the DPP of my customers by changing either the characteristics of the products I sell, or the way I distribute them ... 

Has Everglo reached the end of the line in terms of its quality of service strategy ... 

Watson K.S. (1984), "Performance Evaluation of Cyclic Service Strategies -A Survey", In Performance 84 (E.Gelenbe, editor), North-Holland, Amsterdam, pp. 521-533. 

Huiskonen, J. Pirttild, T. (1998) Sharpening logistics customer service strategy planning by applying Kano s quality element classification. In International Journal of Production Economics, 56-57(3), 253-260. 

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