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- Government Policies (e.g., regulations, trade agreements)
- Social Changes (e.g., affluence, lack of time, desire for experiences)
- Business Trends
Ø Manufacturers offer service
Ø Growth of chains and Franchising
Ø Pressures to improve productivity and quality
Ø More strategic alliances
Ø Marketing emphasis by nonprofits
Ø Innovative hiring practices
- Advances in IT (e.g., speed, digitization, wireless, internet)
- Internationalization (travel, transnational companies)
- Radically alter ways in which service firms do business:
Ø with customers (new services, more convenience)
Ø Behind the Scenes (reengineering, new value chains)
- Create relational databases about customer needs and behavior, mine databanks for insights
- Leverage employee capabilities and enhance mobility
- Centralize customer service-faster and more responsive
- Develop national/global delivery systems
- Create new, Internet-based business models
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∙ 10y ago
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