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Introduction

  • Paul Kunst
  • Jos Lemmink
  • Bernd Stauss
Part of the Focus Dienstleistungsmarketing book series (FDM)

Abstract

Are services millennium-proof? Certainly not. At least not at this moment. There is no thorough research needed to derive that conclusion, simply ask around. The evidence is overwhelming. True horror stories exist of all types of services in all types of sectors. It is even becoming a business in itself. Television shows that are based on customer complaints about services are becoming more and more popular. As is the case in the millennium problem, management of service companies experiences a lot of problems in the hardware and the software of services. There are still problems in defining and developing the service, and problems in creating, realizing and managing well defined services.

Keywords

Service Quality Television Show Critical Incident Service Innovation Innovative Practice 
These keywords were added by machine and not by the authors. This process is experimental and the keywords may be updated as the learning algorithm improves.

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Copyright information

© Springer Fachmedien Wiesbaden 1999

Authors and Affiliations

  • Paul Kunst
  • Jos Lemmink
  • Bernd Stauss

There are no affiliations available

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