Building seamless service structures: Some whys, whats, hows

Sandra Vandermerwe

European Management Journal, 1994, vol. 12, issue 3, 280-286

Abstract: Winning corporations today are relinquishing the 'pyramid' and sequential distribution chains as structures for organizing resources. Such corporations are customer-focused and are developing new customer skills, and the network is the most obvious and relevant way of organizing resources to give customers value-added services. Sandra Vandermerwe explores this notion of 'value-added management' as fundamental to the seamless networking structure needed to truly serve customers, and uses the human brain as a metaphor. She then puts forward a set of guidelines in four steps to build seamless network structures to maximize satisfaction and profitability of customers, which involves the notion of 'customer activity cycles'.

Date: 1994
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