Competing in a Service Economy by Michael D. Johnson
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Competing in a Service Economy
By Michael D. Johnson

Competing in a Service Economy

How to Create a Competitive Advantage Through Service Development and Innovation

By (author) See other recent books by Michael D. Johnson See other recent books by Anders Gustafsson
Format: Paperback

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Competing in a Service Economy by Michael D. Johnson

Book 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.

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Book Details

ISBN: 9780470448212
ISBN-10: 0470448210
Format: Paperback
(224mm x 155mm x 13mm)
Pages: 208
Imprint: Jossey Bass Wiley
Publisher: John Wiley and Sons Ltd
Publish Date: 3-Sep-2008
Country of Publication: United Kingdom

Other Editions...


Books By Author Michael D. Johnson

Improving Customer Satisfaction, Loyalty and Profit by Michael D. Johnson Improving Customer Satisfaction, Loyalty and Profit, Hardback (October 2000)

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.

» View all books by Michael D. Johnson

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