Benchmaring us Services: Results and Implications

摘要

Service strategy is the art of creating and delivering service value at a profit. This research presents resutls from the first strategic benchmarking study covering a wide range of US services. We report on what practices will be required to carry service firms to preeminence in the global workplace. There are three major messages on global service leadership, defined as having capabilities equal to the best in the world, regardless of the geographic market in which the organization offers its service. First, practice without performance gets the firm nowhere. Second, one can go a long way with good performance. Third, to be a global leader, both world-class practice and world-class performance are needed.