Determinants of success in service industries: a PIMS‐based empirical investigation

Abstract

Attempts to determine the key strategic variables that lead to superior financial as well as competitive performance. Investigates the effects of strategic variables on service provider′s risk levels. Suggests that integrating forward, having a relatively larger market share, sharing customers with other business units in the firm, having strong service image, and being in a market with a small number of competitors positively influences market share.