Testo originale - Inglese - The increasing competitive pressure...

The increasing competitive pressure characterizing mature
industries, where products are perceived by customers as almost
similar from a technical point of view, has drastically increased
the importance of the service that competitors are able to
deliver to their customers. In the new millennium, companies
increase the perceived value of products, retain customers and
gain new market shares mainly through customer service. Since
in logistics-intensive mature fields customer