Final Customer Purchasing from an Intermediary of the Product

Use Steps: Use steps include all the Final customer's activities to find the appropriate product category at the Intermediary, to choose among the alternatives to the product and to take delivery of the product.

Resources: Reduce resources required for the use of the product

Time: Reduce the time the customer must spend with the product

B. Improve wait times in the process

Increase service capacity

Extend hours

No. Year SIC Note
1 2002 5531 AutoZone's product variety has helped boost sales as it has added more accessories to personalize vehicles. Its commercial sales to auto repair shops and fleet services have provided good revenue.
2 5734 Egghead is the first major software retailer to deliver programs over the Internet directly to customers' computers.
3 1999 6211 The best firms are competing on services too. DJLdirect, Fidelity, and a slew of others are starting to offer after-hours trading, electronic order matching (on Electronic Communications Networks, or ECNs), online financial planning, and more.
4 2000 6231 In response to competition, the Amex is working on a project to list a tradable version of a regular, actively managed mutual fund. It would be priced and repriced continuously instead of just at 4 p.m., like mutual funds usually are.
5 1988 7212 Mr. Dry Clean installed a computerized machine at each shop that lets users drop off and pick up clothing around the clock. Customer runs a credit card through an electronic reader, and robot picks up the clothes. The clothes and credit card information are picked up the next day.
6 2000 7334 By replacing air travel with a trip across the Internet, can accept document delivery orders as long as six hours after FedEx closes. The printed out result is more professional than a fax or an e-mail attachment.

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