Strategic service management
- 1 January 1990
- journal article
- Published by Emerald Publishing in Journal of Business & Industrial Marketing
- Vol. 5 (1) , 27-40
- https://doi.org/10.1108/eum0000000002735
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
This publication has 1 reference indexed in Scilit:
- The unglamorous game of managing maintenanceBusiness Horizons, 1987