Technology-driven service strategy
Volume: 45, Issue: 6, Pages: 906 - 924
Published: Jun 5, 2017
Abstract
Advancements in technology are radically transforming service, and increasingly providing the underlying basis for service strategy. In this paper, we develop a typology and positioning map for service strategy, in the context of rapid technological change, and outline the process for firms to position or reposition their service strategies. Which strategy to choose is based on the degree to which customer demand is heterogeneous, and the degree...
Paper Details
Title
Technology-driven service strategy
Published Date
Jun 5, 2017
Volume
45
Issue
6
Pages
906 - 924
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