This text aims to provide industrial companies with directions for turning after-sales service to competitive advantage. The text focuses on the increasing realization of the importance of after-sales service which comes with a need to include service within overall corporate strategy. Customer-supplier relationships as well as performance criteria should be defined, and strategies agreed, if full competitive advantage is to be gained. The author introduces the "service mix" as a competitive tool of very real practical use.
- ISBN10 0412467801
- ISBN13 9780412467806
- Publish Date 8 April 1993
- Publish Status Out of Print
- Out of Print 6 January 2005
- Publish Country GB
- Imprint Cengage Learning EMEA
- Format Hardcover
- Pages 336
- Language English