Managing Services

1. Do you think manufacturing companies can afford not to offer any services? Why? Why not? Do you see differences in this respect in relation to the type of industry?

2. Do you think the reverse also holds true, i.e. should service companies start thinking about offering products as well? Why? Why not? Can you come up with examples?

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Analyse the challenges and opportunities faced by the call-centre sector with respect to internationalization. See the report in Financial Times ‘India learns language of customer service’, Financial Times, 4 April 2001.

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