QUALITYUP'=> 'SERVICEDESIGNUP'. Source of the oryginal graph: E.Gummesson,„Productivity, quality and relationship marketing in service operations”,International Journal of Contemporary Hospitality Management,10/1 1988, p.6.

1. Connection between service design and profits.
SERVICE
DESIGN UP
Image
up Service costs Inspection Rework and
Customer and test scrap costs Inventory
down Accounts Processing
retention costs down down down
up receivable time down
Cost for down
Share of complaints and
customer up warranty down
Capital
Scale costs
Sales up
economies down
up
Price
competition PRODUCTIVITY UP
Production
down costs down
PROFITS UP
Oryginal logic of E.Gummesson has not been changed. Minor modification of the oryginal graph was replacement of words
Why is it profitable to inwest in service design? 'QUALITY UP' with 'SERVICE DESIGN UP'. Source of oryginal graph: E.Gummesson, „Productivity, quality and relationship
Why is service design a profitable effort? marketing in service operations”, International Journal of Contemporary Hospitality Management, 10/1 1988, p.6.$