Competing In a Service Economy: How to Create a Competitive Advantage Through Service Development and Innovation - Brossura

Johnson, Michael D.

 
9780470448212: Competing In a Service Economy: How to Create a Competitive Advantage Through Service Development and Innovation
Brossura
ISBN 10: 0470448210 ISBN 13: 9780470448212
Casa editrice: John Wiley & Sons, 2003

Sinossi

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.

Le informazioni nella sezione "Riassunto" possono far riferimento a edizioni diverse di questo titolo.

Informazioni sull?autore

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.

Le informazioni nella sezione "Su questo libro" possono far riferimento a edizioni diverse di questo titolo.

Editore
John Wiley & Sons
Data di pubblicazione
2003
Lingua
Inglese
ISBN 10 
0470448210
ISBN 13 
9780470448212
Rilegatura
Copertina flessibile
Numero di pagine
212
Contatto del produttore
non disponibile
Persona responsabile
non disponibile

Altre edizioni note dello stesso titolo

9780787961565: Competing in a Service Economy: How to Create a Competitive Advantage Through Service Development and Innovation

Edizione in evidenza

ISBN 10:  0787961566 ISBN 13:  9780787961565
Casa editrice: Jossey-Bass Inc Pub, 2003
Rilegato