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Security companies must find the constraints in their services and exploit their weaknesses. Just
as with Chick-fil-A, which noticed a need for improvement in its services, security service
providers must notice similar needs. Once services are improved, customer satisfaction is likely
to improve.
Conclusion
It is evident from this study and secondary sources that security is important to
customers. For a security provider to have success in its industry, it must implement all four
elements of the OSS model. To be a leader in this industry, a security provider must supply
customers with high customer satisfaction, spare no expense when it comes to technology,
competitively price its services to match the market’s demand, and provide customers with
reliable and responsive service quality. A security service provider can leverage the OSS model
to create a win-win value scenario for both it and its customers.
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