Seeking synergy in service operations: Seven things marketers need to know about service operations

Christopher Lovelock

European Management Journal, 1992, vol. 10, issue 1, 22-29

Abstract: Operational efficiency and customer satisfaction sometimes seem like conflicting goals in service businesses. How can operations and marketing managers work together? Both parties must learn to appreciate the other's perspective. Marketers need to understand seven key operational issues that may be critical to achieving a productive and smoothly running service operation. The ideal strategy is one that achieves synergy between marketing and operational objectives.

Date: 1992
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