“A service is not something that is built in a factory, shipped to a store, put on a shelf, and then taken home by a consumer. In short, a service is not a thing.”—G. Lynn Shostack, “Designing Services That Deliver,” Harvard Business Review
After reading this chapter, you should be able to:
• Understand the basic elements of customer service and the role of customer service in strengthening the supply chain.
• Comprehend the differences between products and services.
• Build trust and subsequent long-term relationships with customers to win future business from loyal customers continuously.
• Develop the tools to measure service performance.
• Identify potential ...