The buzzword is service productivity.  How does one accomplish keeping the customer happy?  In addition, the role of operations management has become increasingly important in this realm of service productivity.  What follows are a few general frameworks for thinking about SP.  The very important SP, and how operations management can help in this aspect of business.  Today, we will look as some specific tactics and strategies for what many consider the apex and defining character of the best type of marketing: keeping the customer satisfied.

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