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Service elimination: Understanding customer reactions when a service disappears

todayFebruary 9, 2026

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By J. N. HALM Change is the only constant in business. This adage rings particularly true in service industries where organisations must continuously innovate to stay competitive. New services are launched with much fanfare, existing ones are upgraded, and inevitably, some services must be eliminated. It is this last part—service elimination—that many businesses find most […]

The post Service elimination: Understanding customer reactions when a service disappears appeared first on The Business & Financial Times.

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