Too many service enterprises are mired in one of two extreme paradigms of service: the skilled servitude model or the service factory model. Your customers demand the best of both approaches — high-quality, intimate service at low service-factory costs. Can you possibly satisfy them?
Increasingly, the answer today is yes. Service companies that are able to integrate information technology effectively into their delivery processes are … [ Read more ]
Content: Article | Authors: Garrett van Rysin, Peter Kolesar, Wayne Cutler | Source: strategy+business | Subjects: Customer Related, Strategy