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Success strategies in a service economy

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  • Van Dierdonck, Roland

Abstract

Two basic characteristics of a service -- intangibility and simultaneity -- imply many consequences for management. Roland Van Dierdonck explores these and recommends a number of success strategies such as precise definition of the service concept, focus, internal communications and training, attention to 'base-office' and redefining customer participation as ways companies can beat off competition from other service organizations.

Suggested Citation

  • Van Dierdonck, Roland, 1992. "Success strategies in a service economy," European Management Journal, Elsevier, vol. 10(3), pages 365-373, September.
    • Handle: RePEc:eee:eurman:v:10:y:1992:i:3:p:365-373
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    Cited by:

    1. Antonio Coviello & Giovanni Di Trapani, 2013. "Supply Risk Management: Mitigation Strategy," The International Journal of Economic Behavior - IJEB, Faculty of Business and Administration, University of Bucharest, vol. 3(1), pages 169-176, December.
    2. David D. C. Tarn, 2005. "Marketing-based tangibilisation for services," The Service Industries Journal, Taylor & Francis Journals, vol. 25(6), pages 747-772, September.
    3. Turunen, Taija & Finne, Max, 2014. "The organisational environment’s impact on the servitization of manufacturers," European Management Journal, Elsevier, vol. 32(4), pages 603-615.

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