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UAL Research Online

The service profit model: what happens to service when price becomes the most important factor?

Gander, Jonathan (2010) The service profit model: what happens to service when price becomes the most important factor? Institute of Customer Service.

Type of Research: Article
Creators: Gander, Jonathan
Description:

This review explores how organisations considering the contribution and role of service in their ability to compete can respond in broadly two ways: 1) adopt a competitor orientation and emphasise low-cost delivery of services to compete on price, 2) adopt a customer orientation and develop superior customer services to differentiate the product or service and generate increased sales.

Official Website: http://www.instituteofcustomerservice.com/12120-6119/The-service-profit-model---what-happens-to-service-when-price-becomes-the-most-important-factor.html
Publisher/Broadcaster/Company: Institute of Customer Service
Your affiliations with UAL: Colleges > London College of Fashion
Date: October 2010
Date Deposited: 15 May 2015 17:51
Last Modified: 15 May 2015 17:51
Item ID: 7912
URI: http://ualresearchonline.arts.ac.uk/id/eprint/7912

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