A Winning Service Offer in Car Rental
- 1 January 1993
- journal article
- Published by Emerald Publishing in Management Decision
- Vol. 31 (1)
- https://doi.org/10.1108/00251749310023175
Abstract
Demonstrates how a service can be developed and differentiated into a unique service offering: the augumented service offering. This model is geared to the characteristics of services as intangible products and to the process nature of services. Takes into account not only the outcome dimension of the service offering but also the process dimension. Uses a case from the car rental business in Sweden to show how the model works.Keywords
This publication has 3 references indexed in Scilit:
- Success and failure in new industrial servicesJournal of Product Innovation Management, 1989
- Managing customers as human resources in service organizationsHuman Resource Management, 1986
- A Service‐Orientated Approach to Marketing of ServicesEuropean Journal of Marketing, 1978