What academic research tells us about service

A computing-driven revolution is underway in the global economy guided by the principle that every business must become a service business in order to survive. Advancements in computing have allowed companies to improve both profits and financial accountability by providing high quality, personalized service more easily and affordability. Advancements in computing also allow firms to more effectively coordinate themselves, and to collaborate in partnerships. Computing plays a central role in the service revolution by facilitating the communication, storage, and processing of information. Metrics on customer perceptions, attitudes, and behavior are essential to measure service. Service also opens the door to improvements in customer satisfaction. Companies should focus on meeting the varied needs and expectations of individual customers, keeping in mind that some customers might not be profitable to serve.