Understanding strategic decisions and impacts on service innovation

Résumé du document

By network strategy we can understand that firms are willing to develop their networks and to make them denser, being able to offer always more and better services.

For instance, Mc Donald's opens several new restaurants worldwide every day and tries to position them in strategic places.

Consumer behavior – Competition – Accessibility.
Companies, which are focused on this kind of strategic decisions, offer to customers a good accessibility, convenience, easiness to park cars.

Customer interface when implemented, allows firms to get a fluid and relevant understanding. This strategy deals with the kind of contact personal companies must apply in front of customers in order to bring them value.

We are talking about expertness. The customer is able to invest and co-produce. The degree of customers' participation is raised, and so as their involvement. New technologies lead customers to be always more autonomous.

Extraits

[...] This kind of standardization of service offering concerns a lot of low cost services. Other service where there is standardization is Free. In fact, in France, Free (Illiad) has been the first Internet services provider to propose an offer that includes telephone, unlimited internet access and many TV channels for a unique price of 29,90 Euros. They have only one kind of package, subscription and the consumer can not choose only one or two services such as just the unlimited phone calls option or just unlimited internet access. [...]

[...] Even if some learning do exist, we think contact personal is very important for children, for the life of education. E-learnings are not alive, students are not motivated by e-learning and they can't ask when they don't understand. Maybe in a high level of studies like in Euromed Marseille, the e-learning can be efficient for some courses but could we imagine children in primary school, learning to read with a computer it would be very damaging. Industrialization (the substitution of technology for people) Nowadays, in education we can talk about industrialization. [...]

[...] The customer is able to invest and co- produce. The degree of customers' participation is raised, and so as their involvement. New technologies lead customers to be always more autonomous. Question 2 points): With precise examples, illustrate firms that innovate in Raising Demand/Capacity The “supermarkets online” have high capacity to match immediately supply to demand because people can buy what they want online and products are delivered at home in a short time period. The company has one big warehouse per city where they centralize all products, so they have a big planning capacity and can respond rapidly to an increase in demand. [...]

[...] All the former standards of teaching are reviewed to tend to an always more impersonal learning experience. With this kind of software, students do not need a teacher anymore and are able to learn a new language (for instance) by themselves. They can acquire knowledge thanks to different tools. The generic name for those new technologies is "e-learning", and has been allowed thanks to the development of the Internet. This industrialization is also present in the retailing sector. In more and more hypermarkets, some automatic checkouts have replaced the checkout assistants. [...]

[...] Everything inside allows customers to have an expertise on products they want. Value in location: A really interesting innovation about location concerns the hypermarket boutique. It gives the opportunity to customers to avoid going to hypermarket and rather being delivered at home. For people who work a lot and don't want to waste time, it is a perfect innovation. But for the hypermarket, there is other way to add a value in location, with for example creation of Petit Casino, which is located in hyper- centre. [...]