Basically, availability is represented by time and
location. For example, through service integration, the delivery activity
has been modified. Many companies provide a 24/7 service for their
customers in order to gain competitive advantage. Other modifications
regarding availability include the combination of automated Internet
services and telephone access for certain domains of activity where this
possible and useful.
Customization refers to flexibility and directing it externally
towards the customer, and not directing it internally on the production
process. Basically, customization focuses on modifying the standard product
so that the new, modified product suits better with individual requirements
that customers have. Therefore, the production process must be flexible
enough to allow the accommodation of several individual customer
specifications.
Although integrating services into manufacturers' products requires
financial investments and time, one must take into consideration the
positive aspects brought by the process, like: improved product
performance, customer training, and expanded product capabilities.
4. Given the new service innovations' dual framework, involving the
end product, on the one hand, and the service delivery method, new services
can be categorized as window dressing, breadth of offerings, revolutionary,
and channel development.
Window dressing services refer to services that do not differ very
much from other products of the company. Also, these new services are
delivered...
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