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| PEOPLE FLOW
GreaT serviCe adds
value
TeXT
SAMI ANTEROINEN
pHoTos
SuSA JuNNOLA
AND KONE
basic industry companies
started to shift from pure
manufacturing to service
provision decades ago,
driven by customer needs.
but there is still more
talk than action says Dr.
Christian Grönroos, a
world-renowned authority
on the subject.
“Although we have
not come very far in this
process, the topic has
climbed high on many
corporate agendas.”