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Seeking synergy in service operations: Seven things marketers need to know about service operations

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  • Lovelock, Christopher

Abstract

Operational efficiency and customer satisfaction sometimes seem like conflicting goals in service businesses. How can operations and marketing managers work together? Both parties must learn to appreciate the other's perspective. Marketers need to understand seven key operational issues that may be critical to achieving a productive and smoothly running service operation. The ideal strategy is one that achieves synergy between marketing and operational objectives.

Suggested Citation

  • Lovelock, Christopher, 1992. "Seeking synergy in service operations: Seven things marketers need to know about service operations," European Management Journal, Elsevier, vol. 10(1), pages 22-29, March.
    • Handle: RePEc:eee:eurman:v:10:y:1992:i:1:p:22-29
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    Cited by:

    1. Claudia Maria CACOVEAN, 2015. "Marketing – A Way To Increase The Value Of The Performing Arts," Management and Marketing Journal, University of Craiova, Faculty of Economics and Business Administration, vol. 0(1), pages 137-150, May.
    2. Boon-itt, Sakun & Wong, Chee Yew & Wong, Christina W.Y., 2017. "Service supply chain management process capabilities: Measurement development," International Journal of Production Economics, Elsevier, vol. 193(C), pages 1-11.
    3. H Zhang & H I Mesak, 2010. "Optimal multi-period service capacity allocation and pricing allowing for uncertain competitive entry," Journal of the Operational Research Society, Palgrave Macmillan;The OR Society, vol. 61(5), pages 780-789, May.
    4. Tarun Kushwaha & Satnam Ubeja & Anindita S. Chatterjee, 2017. "Factors Influencing Selection of Shopping Malls: An Exploratory Study of Consumer Perception," Vision, , vol. 21(3), pages 274-283, September.
    5. Ahmmed, Kawsar & Baten, Md Azizul & Hossain, Md Kamrul & Mohd Noor, Nor Azila, 2017. "Supplier capacity and key account management performance: a stochastic frontier analysis," Cuadernos de Gestión, Universidad del País Vasco - Instituto de Economía Aplicada a la Empresa (IEAE).
    6. Leminen, Seppo & Rajahonka, Mervi & Wendelin, Robert & Westerlund, Mika & Nyström, Anna-Greta, 2022. "Autonomous vehicle solutions and their digital servitization business models," Technological Forecasting and Social Change, Elsevier, vol. 185(C).
    7. Deepa Wani & Manoj Malhotra & Jonathan Clark, 2021. "Strategic Service Design Attributes, Customer Experience, and Co‐Created Service Choice: Evidence from Florida Hospitals," Production and Operations Management, Production and Operations Management Society, vol. 30(1), pages 210-234, January.

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