Rentabilidad y servicio: La calidad de servicio como estrategia competitiva - Pág. 71 a 81

Abstract

ABSTRACT
Strategic Management relies upon Strategic Planning as a bridge to enter the real world of organizations.
One of the most challenging topics in this area may be introduced as: “Service in its rol as
personal and corporate strategy”. The profit of a service strategy in terms of productivity and benefits
may be taken by granted when it is applied in an institutional environment enriched by Knowledge
Management practices. A service strategy is a distinctive formula for delivering service; such a strategy
is keyed to a well - chosen benefit premise that is valuable to the customer and establishes an
effective competitive position.
Key words: service strategy, Knowledge Management, competitive position.