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12 Cards in this Set

  • Front
  • Back

Efficient Supply chains

Low costs all around


Flexible for fluctuations in customer demand

Competitive environment of services

Low barrier of entry

Economies of scale limited

High transportation costs

Erratic Sales fluctuations

No power dealing with buyers or suppliers

Product substitutions for service

High customer loyalty

Strong exit barriers

Overall cost leadership strategy

Low cost customers (USAA don't need physical location, sold over phone)

Standardizing service (H and R block)

Reducing personal element (self service)

Reducing network costs

Differentiation strategy

Making intangible, tangible (memorable experience)

Customizing standard product

Reducing perceived risk

Giving attention to personnel training

Controlling quality

Focus strategy

Focus on buyer group, services offered or geographic region

Porter's 5 forces

Potential new entrants

Bargaining power of suppliers

Bargaining power of customers

Threat of substitutes

Competitive rivalry within industry

Service qualifier

For a service to be taken seriously it must attain a certain level of acceptance that has been defined by other market players (Cleanliness)

Service winner

What separates you from competitors in final decision

Service loser

Failure to deliver at or above a certain level

Sustainability in services

Motivated by regulations and legislation

Cost savings in waste reduction

Manage company's image

Triple bottom line impact

Social progress

Economic growth

Environmental stewardship