“Service logic”: achieving service system integration

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Abstract
Offers a “service logic model” as a managerial tool for tackling cross-functional issues embedded in service systems. Uncovers and describes the logical components inherent in the three key service management functions – marketing, operations and human resources-and suggests that the real management challenge, above and beyond cross-functional co-ordination, is integration of these components as the real drivers of service experience. A step-by-step template is offered for using service logic to achieve the fundamental grass roots integration required in the creation of outcomes valued for customers.