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