1. University of Cassino and Southern Lazio Faculty of Economy and Law Luca Carrubbo, Ph.D Service Management a.y. 2014/2015 Some Business Cases

2. Owners’ point of view TUI “Integration” Quick success is over quickly. To ensure the long-term successful existence of our company, we pursue long-term objectives. These enable us to maintain a clear focus in an increasingly complex and complicated environment which is changing ever more quickly. We aim to be the leading leisure company in Europe, offering quality-conscious holiday-makers holiday and leisure experiences all from one single source. It is important for our staff to be familiar with the objectives of the company, because they contribute to setting the targets for their own areas of responsibility. Zara “Flexibility” Zara is intended as a "fashion imitator" company and low cost products. It lacks of advertisement is in also contrast to such direct competitors and focuses its attention on understanding the fashion items that its customers wanted and then delivering them, rather than on promoting predicted season's trends via fashion shows and similar channels of influence, which the fashion industry traditionally used. Zara was described by Louis Vuitton Fashion Director as "possibly the most innovative and devastating retailer in the world." Zara has also been described as a "Spanish success story" by CNN. Lego “Customization” You can still design what you want with LEGO Digital Designer and upload models into a public gallery on the new LEGO Digital Designer website. All of your old existing models have been transferred the new LDD gallery. You will also be able to generate building instructions from LEGO Digital Designer to build your models. This is not the end of customization for the LEGO Group, but a revision. We believe in the future of customization, but the service we offer has to be right for our consumers.

3. Value Networks 3

4. Luca Carrubbo – Brno 2013

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7. Service Innovation Quality Management Nowadays competitive advantage Nowadays foundations for competitive advantages Unifying Quality Management and Service Innovation foundations 7