Achieving a sustainable service advantage.
Many managers believe that superior service should play little or no role in competitive strategy; they maintain that service innovations are inherently copiable. However, the author states that this view is too narrow. For a company to achieve a lasting service advantage, it must base a new service on a capability gap that competitors cannot or will not copy.
Coyne
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D003132:Commerce / Q000191:economics / Q000592:standards; D003258:Consumer Behavior / Q000191:economics*; D004465:Economic Competition; D011786:Quality Control; D014481:United States