Success strategies in a service economy

Roland van Dierdonck

European Management Journal, 1992, vol. 10, issue 3, 365-373

Abstract: Two basic characteristics of a service -- intangibility and simultaneity -- imply many consequences for management. Roland Van Dierdonck explores these and recommends a number of success strategies such as precise definition of the service concept, focus, internal communications and training, attention to 'base-office' and redefining customer participation as ways companies can beat off competition from other service organizations.

Date: 1992
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