Service companies and service offering industrial enterprises face new challenges. These include the increasing substitution of similar goods and services from one enterprise with those of another, dynamic resources and the emancipation of the customer caused by the change from a seller’s to a buyer’s market. Knowledge about their own abilities, the customer’s needs, as well as their integration into a service strategy become critical success factors of an enterprise.
Industrie Management | Volume 19 | 2003 | Edition 4 | Pages 36-39
