Field Service Management: A Means to Competitive Advantage

Abstract

“Rarely is customer service discretionary. It is a requisite of getting and holding business, just like the generic product itself.” Theodore Levitt thus defined the importance of the services a firm can offer in support of the sale of tangible goods.

Citation

Mathe, H. (1986), "Field Service Management: A Means to Competitive Advantage", International Journal of Physical Distribution & Materials Management, Vol. 17 No. 1, pp. 13-21. https://doi.org/10.1108/eb014644