Chapter16PuttingThePiecesTogetherCreatingThe.pptVIP

Chapter 16Putting The Pieces Together:Creating The Seamless Service Firm THE THREE-CORNERED FIGHT FOR CONTROL Marketing Operations Personnel THE THREE-CORNERED FIGHT FOR CONTROL Internal logics implicit and explicit principles of individual departments that drive organizational performance Operations logic stresses cost containment and reduction through mass production. THE THREE-CORNERED FIGHT FOR CONTROL Marketing logic stresses providing customers with options that better enable the service offering to meet individual needs Human resources logic stresses recruiting personnel