What's the Building Block Model?

[caoqin1981]

I have read the textbook again and again about it, But still no good understanding for it. Will it be examed? What's the purpose of this model, i really cant understand this knowledge point. Can anyone give some explanation. Thanks in advance.

[Sonal]

I have read the textbook again and again about it, But still no good understanding for it. Will it be examed? What's the purpose of this model, i really cant understand this knowledge point. Can anyone give some explanation. Thanks in advance.

Building block model presented by Fitzgerald and Moon gives conclusion that controllable performance in service industries can be measured in six different ways.


Financial performance (e.g. profitability, capital structure, and so on)
Competitiveness(e.g., growth in sales, capturing market share, etc)
Quality of service (such as reliability, competence, customer relation)
Flexibility (ability to synchronise supply with market demand fluctuations)
Resource utilisation (indicates how efficiently resources may be utilised)
Innovation (innovation in the process of providing service and in the service content)