Competing through services : strategy and implementation : cases and text
著者
書誌事項
Competing through services : strategy and implementation : cases and text
（European casebook series on management）
Prentice Hall, 1994
- pbk.
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内容説明・目次
内容説明
Combining cases with introductory material, this text addresses management situations across a range of industries, with regard to service industries. It looks at service processes, performance, profitability and people. Demonstrations of the unique aspects of value-added services are given, showing how contemporary strategies differ from traditional approaches. This casebook offers a practical framework for handling the multiplicity of issues in implementing strategies for services.
目次
- Why services?
- competing through services to meet changing customer expectations
- what services
- differentiating market offerings
- how?
- building service delivery systems
- by whom?
- mobilizing people and partners for service delivery
- services through what? leveraging information technology to deliver value
- where?
- delivering services across countries
- how well?
- defining standards and performance for services.
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