Part 1 of this series analyzed the phenomenon of the rise of the service economy: the increasing importance of the service sector in industrialized economies. Especially in a sluggish market, service delivered after the initial sale of a product is what can truly differentiate competitors.
In fact, after-sale service is quite difficult to replicate. Thus, while durable (hard
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(VIP) financial services, whereas airport security, retail stores, emergency rooms (ERs), call centers, and bank tellers would exemplify in-house services with no appointments. Telecommunication and utilities services, office equipment maintenance and repairs, insurance claims validations, and health-care home visits would be appointment-based examples of field services. Conversely, field service with no appointments takes place during repair work at telecommunications and utilities construction and inf