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Competition Impact on Service Quality: Views from Adrian Payne, Head of OFT Merger Economics

Explore the correlation between competition and service quality through the personal perspective of Adrian Payne, the Head of Merger Economics at OFT. Discover evidence, neglected aspects, and future implications in this insightful analysis.

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Competition Impact on Service Quality: Views from Adrian Payne, Head of OFT Merger Economics

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  1. Servicequality competition Adrian Payne Head of Merger Economics OFT Material represents personal view and not the view of the OFT

  2. Service quality • Neglected • Central • Evidence • Looking ahead

  3. A case of neglect… Price Innovation Brand Service quality

  4. Central to business Service quality Customer satisfaction Profitability Reputation

  5. A question…

  6. Service quality is important • ….. in large % of cases • ….. to all aspects of analysis • ….. and to remedies

  7. Evidence…. 1. 2. 3.

  8. Looking ahead… Competition… ce Servi Who Where? Qua y HOW?

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