Strengthening the Chain

Asserts that to be competitive, companies need to strike up Service quality alliances. Considers the growing importance of services and the blurring of the distinction between service and manufacturing. Contends that if we are to see more Service quality in the future there are two critical factors to be taken into account: concrete points of agreement; knowledgeable people who can make the agreements work. Asserts that the potential complexities of Service quality alliances require clear understandings. Concludes that the time is right for the development of the rich potential of Service quality alliances ‐ an underdeveloped aspect of the value chain.