Delivering service through intermediaries and electronic channels
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This document discusses strategies for effective service delivery through intermediaries. It identifies key service intermediaries like franchises, agents/brokers, and electronic channels. It outlines benefits and challenges of delivering service through each intermediary from the perspectives of both the service provider and deliverer. The document concludes by listing strategies for managing service delivery through intermediaries, including measurement, control, empowerment, and partnering.
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![Objectives for Chapter 13: Delivering Service through Intermediaries and Electronic Channels ,[object Object],[object Object],[object Object],[object Object],[object Object]](data:image/gif;base64,R0lGODlhAQABAIAAAAAAAP///yH5BAEAAAAALAAAAAABAAEAAAIBRAA7)