Think that customer-centric companies are more profitable than their competitors, considering the impact that service may have on retention? At least three arguments should be provided to back up your answer.

Think that customer-centric companies are more profitable than their competitors, considering the impact that service may have on retention? At least three arguments should be provided to back up your answer.

MARKETING 2018

19th Edition

ISBN:9780357033753

Author:Pride

Publisher:Pride

Chapter13: Services Marketing

Section13.2: American Express Delivers Service With Calls, Tweets, And Apps

Problem 2C

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Overall Equipment Effectiveness

Overall equipment effectiveness or OEE as it is known can be defined as a widely standard to measure manufacturing productivity. In other words, it can also be defined as the exact percentage of time which is productive. If the score of overall equipment effectiveness is 100%, it is an indication that only good parts are being manufactured with no stop time. Hence OEE of 100% means 100% quality, performance & also availability.

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