Service Management Week 4

The competitive strategy that creates a service that is perceived as being unique ....

• Focus

• Differentiation

• Expert

• Cost Leadership

The competitive strategy built around the concept of serving a particular target market very well by addressing the customers’ specific needs ....

• Differentiation

• Cost Leadership

• Focus

• Expert

The competitive strategy based on efficient operations, cost control, and innovative technology ...

• Differentiation Focus

• Differentiation

• Focus

• Overall cost leadership

Formulated by addressing questions about the target market, service concept,

operating strategy, and delivery system

The analysis of an industry structure considers competitive rivalry,

new entrants, substitutes, and bargaining power of suppliers and customers ....Five forces mode

The analysis assesses a firm’s strengths, weaknesses, opportunities, and threats ....