The extent to which service mix elements have been applied by industrial service firms in Nairobi Kenya
Abstract
This study was conducted to investigate the extent to which service mix elements are
used by industrial services providers in their quality service delivery and also to
determine the importance rating of the service mix elements by the managers of industrial
services. The researcher was motivated to carry this research owing to competition within
the industry that forced the original equipment manufacturers to establish agencies within
the industry and due to increased use of multi agency establishment aimed at expanding
of the market positioning by the service agents .The objectives of the study were to
determine the extent to which service mix elements have been applied by industrial
service firms in Nairobi and to find out the importance rating of the service mix elements
as tools of competition
Citation
MBA ThesisSponsorhip
University of NairobiPublisher
School of business