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Service quality competition

Service quality competition. Adrian Payne Head of Merger Economics OFT. Material represents personal view and not the view of the OFT. Service quality. Neglected. Central. Evidence. Looking ahead. A case of neglect…. Price. Innovation. Brand. Service quality. Central to business.

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Service quality competition

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  1. Servicequality competition Adrian Payne Head of Merger Economics OFT Material represents personal view and not the view of the OFT

  2. Service quality • Neglected • Central • Evidence • Looking ahead

  3. A case of neglect… Price Innovation Brand Service quality

  4. Central to business Service quality Customer satisfaction Profitability Reputation

  5. A question…

  6. Service quality is important • ….. in large % of cases • ….. to all aspects of analysis • ….. and to remedies

  7. Evidence…. 1. 2. 3.

  8. Looking ahead… Competition… ce Servi Who Where? Qua y HOW?

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