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Improving Service Delivery in a Globally Competitive Environment

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  • Zoher E Shipchandler
  • Sita C Amba-Rao
  • John Stanbury

Abstract

Quality service is becoming a critical weapon, even in developing countries, for maintaining and enhancing the competitive advantage of service firms. The globalisation of the service industry requires firms to assess their changing economic, competitive, legal and cultural environment and accelerate the development of strategies that include technology, coordinated systems, responsive employees and knowledgeable customers.

Suggested Citation

  • Zoher E Shipchandler & Sita C Amba-Rao & John Stanbury, 2001. "Improving Service Delivery in a Globally Competitive Environment," Vision, , vol. 5(2), pages 1-6, July.
    • Handle: RePEc:sae:vision:v:5:y:2001:i:2:p:1-6
    DOI: 10.1177/097226290100500202
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    References listed on IDEAS

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    1. Deighton, John, 1992. "The Consumption of Performance," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 19(3), pages 362-372, December.
    2. Robert Johnston & JANELLE HEINEKE, 1998. "Exploring the Relationship between Perception and Performance: Priorities for Action," The Service Industries Journal, Taylor & Francis Journals, vol. 18(1), pages 101-112, January.
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