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Delivering Service Through Intermediaries and Electronic Channels


This chapter’s objectives are to

  1. Identify the primary channels through which services are delivered to end customers.

  2. Provide examples of each of the key service intermediaries.

  3. View delivery of service from two perspectives-the service provider and the service deliverer.

  4. Discuss the benefits and challenges of each method of service delivery.

  5. Outline the strategies that are used to manage service delivery through intermediaries.











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