|
" Competing in a service economy : "
Anders Gustafsson, Michael D. Johnson.
| Document Type
|
:
|
BL
|
| Record Number
|
:
|
1012979
|
| Doc. No
|
:
|
b767349
|
| Main Entry
|
:
|
Gustafsson, Anders,1964-
|
| Title & Author
|
:
|
Competing in a service economy : : how to create a competitive advantage through service development and innovation /\ Anders Gustafsson, Michael D. Johnson.
|
| Edition Statement
|
:
|
1st ed.
|
| Publication Statement
|
:
|
San Francisco :: Jossey-Bass,, ©2003.
|
| Series Statement
|
:
|
University of Michigan Business School management series
|
| Page. NO
|
:
|
1 online resource (xv, 190 pages) :: illustrations
|
| ISBN
|
:
|
0787970670
|
|
|
:
|
: 9780787970673
|
|
|
:
|
0787961566
|
|
|
:
|
9780787961565
|
| Bibliographies/Indexes
|
:
|
Includes bibliographical references (pages 173-181) and index.
|
| Contents
|
:
|
Competing through services -- Creating a service advantage -- Service maintenance : removing things gone wrong -- Improving service performance : adding things gone right -- Service innovation -- Lead the way.
|
| Abstract
|
:
|
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.
|
| Subject
|
:
|
Competition.
|
| Subject
|
:
|
Customer services-- Management.
|
| Subject
|
:
|
Service industries-- Technological innovations-- Management.
|
| Subject
|
:
|
BUSINESS ECONOMICS-- Customer Relations.
|
| Subject
|
:
|
Competition.
|
| Subject
|
:
|
Customer services-- Management.
|
| Subject
|
:
|
Service industries-- Technological innovations-- Management.
|
| Dewey Classification
|
:
|
658.8/12
|
| LC Classification
|
:
|
HF5415.5.G87 2003eb
|
| NLM classification
|
:
|
83.68bcl
|
|
|
:
|
QP 210rvk
|
|
|
:
|
QQ 250rvk
|
| Added Entry
|
:
|
Johnson, Michael D., (Michael David)
|
| |