In a service company, important parts of the productare being designed by the front liners every time they serve a customer They are uniquely positioned to read customer needs. You need to provide them with information(about costs)and Incentives

The fox case Room for one more a number of changes make it easier to enter Chapter transmission technology More syndication More independent stations Demographics makes the young niche larger The networks have a hard time defending

Complaint Management is an Investment Cost of customer acquisition vs. retention Loyalty Word of mouth (positive or negative) Information for design changes Compensation may exceed price

Please read the package and think about Which replies are good and why? Which replies are bad and why? Is a reply always better than none? What do the companies get out of this?

Factors facilitating head s attack transparent performance and fashion cycles The same factors make defense harder

Price wars are bad, especially with high fixed costs They reduce current profits and erode customers' perception of product quality Price wars are not inevitable. For example the French and the Germans fight every fifty years but not every year

15834 Mid-Course Feedback 03 More specificity on summary slides .Lectures boring Case overlap . Post lecture slides

Relationship\-resources develop slowly The properties preventing imitation hamper transferability

Income statements and balance sheets may help identify resources. Even -unknown advantages -lots of little things

损益表和资产负债表对于辨识资源 可能会有所帮助。 即使 一有一些未知的优势无法从会计报 表上看出 一琐碎的细项太多