5. Service Strategy and Competitiveness
5.5. Summary of the Chapter
A service organization’s survival and prosperity depends on its capability to create value for its customers, employees, suppliers, and shareholders. Satisfied employees lead to satisfied customers; satisfied customers mean repeat business for the organization and prosperity. Prosperity of the service organization keeps suppliers in business and makes shareholders happy. Consequently, value creation should be the main strategy of a service organization.
Value is defined as the capability of a good or service to satisfy a need or provide a benefit to a customer. A model of service value is presented to provide an insight into how a service organization may create value for its ...
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