A Winning Service Offer in Car Rental

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.

Citation

Gronroos, C. and Ake Sand, H. (1993), "A Winning Service Offer in Car Rental", Management Decision, Vol. 31 No. 1. https://doi.org/10.1108/00251749310023175