Where Has All the Service Gone?

by Carla Reed ... concern is the fact that the most intangible of corporate assets—customer ... new selections, the whole interactive experience creating an illusion of intimacy. ... http:/.../Research/ResearchHighlights/Scm/2004/11/research_notes/TN_SC_XCR_11_02_04_1.asp - 13k - 2004-11-02 Summary: For some reason, once a product moves into the retail channel, most manufacturers lose control. The retailer abdicates responsibility. When faced with a problem, the consumer is alone! What happened to the lifetime value of the customer? This article examines the lapses and promises in providing service