Virtuous Cycles: Improving Service and Lowering Costs in E-Commerce Harvard Case Solution & Analysis

Demonstration of various elements meet customer with Internet services, based on the physical life (labor intensive customer support and / or logistics) affect each other. Is a framework that includes: 1) improving the quality of results in the elements to reduce costs in other creating a virtuous cycle, and 2) that some of the service encounter provides excellent sources of competitive advantage than others, because of the difficulty competitors replicate them. Both of these are important for leaders of organizations involved in the provision of most services on the Internet, because they show how these managers can simultaneously improve organizational efficiency and effectiveness of the customer. "Hide
by Roger Hallowell 28 pages. Publication Date: March 29, 2002. Prod. #: 802155-PDF-ENG

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Virtuous Cycles: Improving Service and Lowering Costs in E-Commerce

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