The European Business Review

SERVICES HAVE BECOME INVISIBLE TO CUSTOMERS IN B2B AND B2C

For customers in B2B and B2C environments, the true providers of the services they consume have become invisible. In this review, we gather the opinions of service providers and service managers in the airline, banking, telecommunications, beauty, education, retail, packaging and automotive sectors.

Our interviews and supportive research allow us to gather very important insights and to contextualize certain realities of the importance and value that is given to service in each sector. We finish by pointing to some key factors that may encourage leaders to recognize the value of services, in order to take service excellence back into their strategies for the future.

Invisible Service Providers – A side effect of efficiency and technological progress?

In this article we define “service invisibility” as an evolving trend that, thanks mostly to technological advancements we now have, has significantly reduced the interaction with the people who provide or create the services we consume and buy.

Many years ago, it would have been impossible to do a bank transaction without

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About the Author
Lucy Franklin was appointed MD of Accordance at the beginning of 2019. She has a vision for Accordance which puts people at its heart – to harness its experts at every level of the business, enabling people to reach their potential, and facilitating