Managing Service Delivery

Abstract

Gummesson ( 1995 ) was one of the fi rst researchers to emphasize the fact that customers are not buying products any more but are rather buying offerings that are based on services which create an added value. The services offered need to solve real customer problems in an effi cient and cost-effective way. The value creation of the service should be perceived instantly and be transparent to customers for evalu- ation of the performance. The transition from manufacturer to service provider can be justifi ed not only from the perspective of potential fi nancial benefi ts.