Product plus : how product + service competitive advantage
著者
書誌事項
Product plus : how product + service = competitive advantage
McGraw-Hill, c1994
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注記
Includes bibliographical references and index
内容説明・目次
内容説明
In this text, Christopher Lovelock demonstrates how organizations consistently profit by putting customers first, and lays out a proven strategy for building an entire company around customer-is-king satisfaction. Based on an in-depth understanding of customer needs, the book's nucleus is its five-point "product plus" services: information - how to transmit instructions and advice, take reservations and provide progress reports; hospitality - how to welcome customers with courteous greetings, comfortable waiting areas and readily available facilities; caretaking - how customers appreciate such extra touches as convenient parking, secure coatrooms and personal care of their valuables; exceptions - how companies can impress everyone with service for the handicapped, those with special dietary needs, and other "exceptional" customers; and payment - how to avoid the "one last chance to disappoint". With these principles in place, Lovelock illustrates how an organization can harness the power of modern technology to improve service quality; leverage employee skills; speed service delivery; reduce costs; and increase productivity.
He goes behind the scenes of well-known service companies to see what makes them tick, details the best strategies of international companies, and flowcharts the customer's experience to see how buying decisions and product loyalty evolve.
目次
The Little Airline That Could.
What Type of Service are You Offering? The Search for Synergy in Service Management.
Balancing Customer and Operational Imperatives.
Putting Customers in the Picture.
Matching Customer Demand to Productive Capacity.
Understanding the Customer Experience.
Who Defines Quality--You or the Customer? OTSUs and ISSOs.
Tracking Quality Problems to Their Source.
What is Service Anyway? Cultivating the Flower of Service.
Inform, Advise, and Reserve.
Take Good Care.
When the Customer Wants Something Different.
One Last Chance to Disappoint: Billing and Payment.
It's a Fast Cycle World Out There.
24-7-365: Getting Round-the-Clock Information.
Parlez-Vous Francais? The Human Side of the Enterprise.
Managing Impressions: The Service Mosaic.
The Strategic Route to Product Plus Management.
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