Recall the service typology we have been using throughout the book and which makes a distinction between maintenance, task- and personal-interactive services.
Would you expect differences between these types of services in terms of the strategic challenges outlined in this chapter (e.g. the issue of resource mobilization, or managing for continuity across time and space)? Which ones? And why?
What strategies can firms follow to handle these issues? How would you see the – differentiated – importance of the human factor in this respect? And what about the way in which a firm interacts with its customers and how it designs its service delivery system (processes, facilities, operations management)?
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