Service quality competition

1
Service quality competition
Adrian Payne Head of Merger Economics OFT
Material represents personal view and not the
view of the OFT
2
Service quality

• Neglected

• Central

• Evidence

• Looking ahead

3
A case of neglect
Price
Innovation
Brand
Service quality
4
Central to business
Service quality
Customer satisfaction
Profitability
Reputation
5
A question
6
Service quality is important

• .. in large of cases

• .. to all aspects of analysis

• .. and to remedies

7
Evidence.
1.
2.
3.
8
Looking ahead
Competition
ce
Servi
Who
Qua y
Where?
HOW?