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Building seamless service structures: Some whys, whats, hows

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  • Vandermerwe, Sandra

Abstract

Winning corporations today are relinquishing the 'pyramid' and sequential distribution chains as structures for organizing resources. Such corporations are customer-focused and are developing new customer skills, and the network is the most obvious and relevant way of organizing resources to give customers value-added services. Sandra Vandermerwe explores this notion of 'value-added management' as fundamental to the seamless networking structure needed to truly serve customers, and uses the human brain as a metaphor. She then puts forward a set of guidelines in four steps to build seamless network structures to maximize satisfaction and profitability of customers, which involves the notion of 'customer activity cycles'.

Suggested Citation

  • Vandermerwe, Sandra, 1994. "Building seamless service structures: Some whys, whats, hows," European Management Journal, Elsevier, vol. 12(3), pages 280-286, September.
    • Handle: RePEc:eee:eurman:v:12:y:1994:i:3:p:280-286
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