Notes:

As shown in Exhibit 8.7, some firms (such as resorts, universities, and hospitals) manage to grow quite large without ever becoming multisite operations by adding more and more services at their existing site. Other firms (such as chain restaurants and hotels) replicate a more focused concept in a large number of different sites. Despite the success of a limited number of firms, those that try to expand in both directions most often fail. In some cases, this is because the complexity of managing a large variety of services at multiple sites becomes overwhelming. In other cases, some or all components of a complex package of services that evolve to serve customers in one location may simply not be appropriate for customers in another.