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Managing in the service economy
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In this article, the authors present a four-point "strategic service vision" for service managers, which offers trend-setting management strategies that have given leading service companies a clear competitive advantage.Abstract:
A four-point blueprint--the "strategic service vision"--for service managers, which offers the trend-setting management strategies that have given leading service companies a clear competitive advantageread more
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The Service Profit Chain
James L. Heskett,W. Earl Sasser +1 more
TL;DR: In the early 1970s, little research had been carried out to examine the properties of service activities that distinguished them from more-extensively examined activities of manufacturing organizations.
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Tracking the evolution of the services marketing literature
TL;DR: In this article, the authors offer their personal interpretations as participant-observvers together with a data-based analysis of the evolution of the services marketing literature and discuss how the literature has evolved from the early services-marketing-is-different debate to the maturation of specific topics (e.g., service quality, service encounters).
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Service Positioning through Structural Change
TL;DR: In this paper, a new approach suggests that the basis of any service positioning strategy is the service itself, but marketing offers little guidance on how to craft service processes for positioning purposes.
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Economic Development and Business Ownership: An Analysis Using Data of 23 OECD Countries in the Period 1976–1996
TL;DR: In this paper, the authors address the relationship between business ownership and economic development and find that low barriers to entry and exit of businesses are necessary conditions for the equilibrium seeking mechanisms that are vital for a sound economic development.
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The service concept: the missing link in service design research?
TL;DR: The service concept is defined and how it can be used to enhance a variety of service design processes is described, including service design planning and service recovery design processes.