Service StrategyWith a service strategy, the service provider can decide the service parameters, build the service value chain and design the internal service platform. The stronger each of these elements are-the better and more robust the service strategy will be.Various studies have proven that an effective service delivery platform built on a solid service value chain concept greatly affects customer quality.When managers ensure that service constantly is communicated as a strategic imperative, employees are likely to perceive the service to be important. As a result, their behaviors towards customers are likely to reflect their orientation towards service excellence.
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