From tin soldiers to Russian dolls : creating added value through services
著者
書誌事項
From tin soldiers to Russian dolls : creating added value through services
Butterworth-Heinemann, 1994
- : pbk.
大学図書館所蔵 件 / 全1件
-
該当する所蔵館はありません
- すべての絞り込み条件を解除する
内容説明・目次
内容説明
This book is based on several years research into how companies can gain and maintain customers by adding value through first class services. Tin soldiers - companies, structures and people who produce internally efficient 'things' (products or services); and Russian dolls - companies, structures and people who produce solutions for customers, of which value added services are increasingly the prime component. Sandra Vandermerwe's book examines the key strategic question of the 1990s - how will companies gain market dominance now that the emphasis has shifted from products to customer service? It examines what is happening to corporate strategy and attitudes. At the same time the author suggests what manufacturers and service companies can do to adapt their structures, skills and strategies to compete profitably in the long term, by adding value through services.
目次
- Products, tin soldiers and matter
- customers, Russian dolls and what matters
- the market power is in the services because the value is in the results
- jumping into the customer's activity cycle
- building service intensive networks
- the soft side of knowing how
- managing the stepping-stones to customer satisfaction
- making services pay their way
- linking, liaising and leveraging services through technology
- looking beyond and ahead.
「Nielsen BookData」 より
