List and briefly describe the components of the value chain that service companies can use to attempt to differentiate themselves from the competition

What will be an ideal response?

a. Inbound logistics – In the case of services, this focuses squarely on the quality of the employees.
b. Operations – For service companies, the operation is the product.
c. Marketing and sales – Because of the significant emphasis on image and positioning, strength in marketing is critical to success in service businesses.
d. Service – Service quality brings customers back for repeat business.