The Study about the Service Chain in Management of Customer-Oriented Organizations

Abstract

Management of customer-oriented organizations tries to institute and continue activities which produce output useful to customers.Customer-orientation exists not only at the boundary of the organizations that link to external customers, but also inside the organization.The climate or atmosphere internal to organizations permeates to external customers.This article refers to management of organizations from the viewpoint of “The Service Chain”.The Service Chain describes a cause-effect chain of individual activities, which results in organizational final outputs.I apply this idea in a vertical and horizontal axis.When we take “Customer-Orientation”in Management of Organization, what is it like? This research note aims to study this question.