ISSN:
0956-4233
Source:
Emerald Fulltext Archive Database 1994-2005
Topics:
Economics
Notes:
The restructuring of service channels, driven by deregulation,intensifying global competition and emerging information technology, isforcing every company to re-evaluate the adequacy of current customerservices. Introduces a normative model, called service process analysis(SPA), that properly differentiates the concept of service from thespecification of the delivery channel so as to facilitate the analysisof repositioning strategies. In SPA, efficient matching of services andchannels is determined on the basis of the trade-off between productioncosts and transaction costs involved. Compares the SPA model with somewell-known frameworks and measurement schemes and illustrates itsimplications for the repositioning of service strategies in selectedindustries.
Type of Medium:
Electronic Resource
URL:
http://dx.doi.org/10.1108/09564239510096902
