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Volume 23, Issue 4
1 April 1995
Planning Review Cover Image for Volume 23, Issue 4
Review Article| April 01 1995

Competing On Service: Technology and teamwork in supplementary services Available to Purchase

Christopher Lovelock
Christopher Lovelock
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Author & Article Information
Online ISSN: 2377-7613
Print ISSN: 0094-064X
© MCB UP Limited
1995
Planning Review (1995) 23 (4): 32–47.
https://doi.org/10.1108/eb054517

Do your customers experience a seamless delivery of your products and services? Or are they frustrated by thoughtless employees or cumbersome processes? Evaluate your deliveiy of supplementary services using the “Flower of Service” as a guide.

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© MCB UP Limited
1995
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