Competing in a Service Economy
How to Create a Competitive Advantage Through Service Development and Innovation
Published on 3. September 2008
Book
Paperback/Softback
212 pages
978-0-470-44821-2 (ISBN)
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.
More details
Series
Edition
Revised edition
Language
English
Place of publication
New York
United States
Publishing group
John Wiley & Sons Inc
Product notice
Paperback (trade)
Unsewn / adhesive bound
Illustrations
Charts: 1 B&W, 0 Color; Photos: 5 B&W, 0 Color; Drawings: 33 B&W, 0 Color; Screen captures: 1 B&W, 0 Color; Tables: 3 B&W, 0 Color; Graphs: 7 B&W, 0 Color
Dimensions
Height: 229 mm
Width: 152 mm
Thickness: 13 mm
Weight
352 gr
ISBN-13
978-0-470-44821-2 (9780470448212)
Copyright in bibliographic data and cover images is held by Nielsen Book Services Limited or by the publishers or by their respective licensors: all rights reserved.
Schweitzer Classification
Other editions
Previous edition
Michael D. Johnson | Anders Gustafsson
Competing in a Service Economy
How to Create a Competitive Advantage Through Service Development and Innovation
Book
05/2003
1st Edition
Jossey-Bass
€27.90
Article exhausted; check for reprint
Persons
Anders Gustafsson teaches service quality management at Karlstad University, Sweden. He is a research leader at the Service Research Center, working on topics such as technology readiness, user-driven service development, and customer orientation.
Michael D. Johnson is the D. Maynard Phelps Professor of Business Administration and professor of marketing at the University of Michigan Business School. He has been instrumental in the development of national satisfaction indices around the world. He teaches services marketing management in the Michigan MBA program.
Johnson and Gustafsson are the authors of UMBS best-selling book Improving Customer Satisfaction, Loyalty, and Profit, from Jossey-Bass.
Michael D. Johnson is the D. Maynard Phelps Professor of Business Administration and professor of marketing at the University of Michigan Business School. He has been instrumental in the development of national satisfaction indices around the world. He teaches services marketing management in the Michigan MBA program.
Johnson and Gustafsson are the authors of UMBS best-selling book Improving Customer Satisfaction, Loyalty, and Profit, from Jossey-Bass.
Content
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
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