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Rethinking Marketing's Conventional Wisdom

"Many mature service industries are in a service arms race in which they keep adding more and more services cumulatively over time. But consumers don't always want "more and more"�what they're looking for are unique combinations of attributes. You see that with the success of the airline JetBlue, for example: It has no meals and no round-trip airfares, but it does have leather seats and personal entertainment centers that delight and surprise its passengers. JetBlue's unique combination of features is what gives it a unique position in the market. "

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