Competing in a service economy : how to create a competitive advantage through service development and innovation
Author(s)
Bibliographic Information
Competing in a service economy : how to create a competitive advantage through service development and innovation
（University of Michigan Business School management series）
Jossey-Bass, c2003
- : pbk.
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Note
Includes bibliographical references (p. 173-181) and index
Description and Table of Contents
- Volume
-
: pbk. ISBN 9780470448212
Description
Competing in a Service Economy is a hands-on guide to creating services, with illustrative examples from service-oriented companies including Disney, Ericsson, IKEA, National Association of Convenience Stores, Ritz Carlton, Scandinavian Airline Systems, Sterling Pulp Chemicals, and Telia Mobile. This practical resource for executives, general managers, and managers in marketing, operations, and human resources reveals how to gain a competitive advantage by creating and implementing a strategic plan that will ultimately improve their organization's services. Written by the authors of the best-selling book Improving Customer Satisfaction, Loyalty, and Profit, this important new book will help business professionals to think and plan strategically to dramatically improve services, service development, and service innovation within their organizations.
Table of Contents
Preface
1. Competing Through Services
2. Creating a Service Advantage
3. Service Maintenance: Removing Things Gone Wrong
4. Improving Service Performance: Adding Things Gone Right
5. Service Innovation
6. Lead the Way
Appendix: The IKEA Saga
Notes
The Authors
Index
- Volume
-
ISBN 9780787961565
Description
Competing in a Service Economy is a hands-on guide to creating services, with illustrative examples from service-oriented companies including Disney, Ericsson, IKEA, National Association of Convenience Stores, Ritz Carlton, Scandinavian Airline Systems, Sterling Pulp Chemicals, and Telia Mobile. This practical resource for executives, general managers, and managers in marketing, operations, and human resources reveals how to gain a competitive advantage by creating and implementing a strategic plan that will ultimately improve their organization's services. Written by the authors of the best-selling book Improving Customer Satisfaction, Loyalty, and Profit, this important new book will help business professionals to think and plan strategically to dramatically improve services, service development, and service innovation within their organizations.
Table of Contents
Preface 1. Competing Through Services 2. Creating a Service Advantage 3. Service Maintenance: Removing Things Gone Wrong 4. Improving Service Performance: Adding Things Gone Right 5. Service Innovation 6. Lead the Way Appendix: The IKEA Saga Notes The Authors Index
by "Nielsen BookData"
