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Competing in a Service Economy: How to Create a Competitive Advantage Through Service Development and Innovation

Matthew D. Johnson, Anders Gustafsson
ISBN: 978-0-470-44821-2
Paperback
208 pages
May 2003, Jossey-Bass
List Price: US $44.00
Government Price: US $22.44
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Competing in a Service Economy: How to Create a Competitive Advantage Through Service Development and Innovation (0470448210) cover image
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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

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