the delivery of superior quality is a very effective positioning strategy in markets where competitive brands are difficult to differentiate in a meaningful way.
the delivery of greater service quality is a high effective positioning strategy in business where rivalry brands are hard to discriminate in a meaningful way.
Another advantage to enhancing service quality is improved productivity through a reduction of costs associated with customer defections, time spent correcting errors and maintaining relationships with suppliers and high employee turnover. On the more positive side, superior service quality enables an organization to attract and retain a talented staff because of the favorable work environment.58 But in order to reap the benefits of high service quality, particular attention must be given to customers.