Gateway: Moving Beyond the Box
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Publication Date:
July 06, 2000
Industry:
Consumer Electronics
Source:
Harvard Business School
Used as part of the first module of a course on Managing Service Operations, which addresses managing the operating role of customers (606-032).
Gateway has opened retail stores to differentiate itself from its competitors (e.g., Dell). Describes how the company has created an excellent service experience, but has struggled financially as a result.
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Gateway: Moving Beyond the Box
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