From Tin Soldiers to Russian Dolls: Creating Added Value Through Services

Sandra Vandermerwe

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Service and Product Innovation Customer Service Quality and Loyalty Corporate Governance and Management

Abstract

Products, tin soldiers and matter customers, Russian dolls and what matters the market power is in the services because the value is in the results jumping into the customer's activity cycle building service-intensive networks the soft side of know(ing) how managing the stepping-stones to customer satisfaction making services pay their way linking, liaising and leveraging services through technology looking beyond and ahead.

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