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Other Papers on :Services marketing

P/M/673. Sustaining differential advantage in service business

(2006, 3000 words)

The paper examines the difficulties of sustaining differential advantage in the service business, particularly in the UK telecommunications sector. The causes of difficulties are outlined including the intangibility of the service, few barriers to competitors’ entry, etc. Keys to success are identified; recent trends in the service sector are reviewed discussing the role of quality, reliability, empathy, responsiveness, etc. in sustaining differential advantage within the sector.
 
   
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