Competing in a Service Economy: How to Create a Competitive Advantage Through Service Development and InnovationISBN: 978-0-470-44821-2
Paperback
208 pages
May 2003, Jossey-Bass
This is a Print-on-Demand title. It will be printed specifically to fill your order. Please allow an additional 10-15 days delivery time. The book is not returnable.
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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.