Gebauer, Fleisch, Friedli - Service Paradox Flashcards Preview

Service Management > Gebauer, Fleisch, Friedli - Service Paradox > Flashcards

Flashcards in Gebauer, Fleisch, Friedli - Service Paradox Deck (3)
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1
Q

What is the service paradox ?

A

High INVESTMENT in EXTENDING SERVICE business leads to INCREASED service OFFERING and HIGHER COST, but does NOT generate the expected correspondingly HIGHER RETURNS

2
Q

Cognitive phenomena that harm managers motivation for servitization

A

1 - Overemphasis on obvious and tangible environmental features
2 - Scepticism of the economic potential of services
3 - Risk aversion

3
Q

Key managerial recommendations

A

1 - Establish a market-oriented and clearly defined SERVICE DEVELOPMENT PROCESS
2 - Focus service offers on the VALUE PROPOSITION to the customer
3 - Initiate a RELATIONSHIP marketing
4 - Define a clear service STRATEGY
5 - Establish a separate service ORGANIZATION
6 - Create a service CULTURE.