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Key elements in this process are a) accessibility of the service, b) interaction with the service organization and c) customer participation. All these features together build up towards an outcome of that process and form the augmented service offering model.
Chapter 8
One might think that the economic laws of cost and production efficiency in a manufacturing environment also apply to the managing of service organizations. But then you come up empty because next to this internal efficiency there is something called external efficiency: the external effectiveness as perceived by customers. As a matter of fact, the managerial wish for internal efficiency can be a killer for external efficiency and it might end up in a vicious circle called the strategic management trap which could eventually lead to the demise of an organization...
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