Subject: Service??? From: "Curt A. Monash" <0006058685@mcimail.com> Date: Fri, 7 Jul 95 09:01 EST

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Rex writes:

"the smaller stores and franchises offer more interesting selection and a
much more higher level of service."

Sorry, but that analogy is valid neither for retailers nor for ISPs. 
Economies of scale do matter in providing expert, (somewhat) consistent
levels of service. Nordstrom's and the big department stores provide better
service than most small retailers; IBM and HP provide better service than
most small computer vendors; AOL and Prodigy provide better service than
Netcom and PSI (but then, ANYBODY provides better service than PSI, which is
one reason I selected them as a short in the CRN stockpicking contest).

CONTENT providers could over content-specific service; it's called
"consulting".  But big technology companies usually provide better service
than small ones.     

I write both as a user and an industry analyst.

Curt Monash
President, Monash Information Services
cmonash@mcimail.com 


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