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

Competing in a Service Economy : How to Create a Competitive Advantage Through Service Development and Innovation - 03 edition

Competing in a Service Economy : How to Create a Competitive Advantage Through Service Development and Innovation - 03 edition

ISBN13: 9780470448212

ISBN10: 0470448210

Competing in a Service Economy : How to Create a Competitive Advantage Through Service Development and Innovation by Michael D. Johnson and Anders Gustafsson - ISBN 9780470448212
Edition: 03
Copyright: 2003
Publisher: Jossey-Bass, Inc.
Published: 2003
International: No
Competing in a Service Economy : How to Create a Competitive Advantage Through Service Development and Innovation by Michael D. Johnson and Anders Gustafsson - ISBN 9780470448212

ISBN13: 9780470448212

ISBN10: 0470448210

Summary

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

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

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