The SSME movement, as currently defined, seems to be primarily focused on engineering/systems/ operations approaches to service. This viewpoint is too limited, in that there is more to service than efficiency and productivity. In particular the customer side of service seems to be largely neglected. For SSME to achieve its potential, the topic of how to attract and grow revenue from customers needs to be a central element.


Customer Satisfaction Service Marketing Customer Lifetime Customer Equity Service Revenue 


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© Springer Science+Business Media, LLC 2008

Authors and Affiliations

  • Roland T. Rust

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