Competing in a Service Economy
How to Create a Competitive Advantage Through Service Development and Innovation
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Competing in a Service Economy by Michael D. Johnson
Book DescriptionCompeting 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.
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Book DetailsISBN: 9780470448212
(224mm x 155mm x 13mm)
Imprint: Jossey Bass Wiley
Publisher: John Wiley and Sons Ltd
Publish Date: 3-Sep-2008
Country of Publication: United Kingdom
Books By Author Michael D. Johnson
Improving Customer Satisfaction, Loyalty and Profit, Hardback (October 2000)» View all books by Michael D. Johnson
In this title the authors offer a five-stage process that links the key elements of customer satisfaction measurement with market strategy and product development for business success. It shows managers how to develop a good relationship with their customers.
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