Competing In a Service Economy: How to Create a Competitive Advantage Through Service Development and Innovation: 47 (J-B-UMBS Series) - Tapa blanda

Johnson, Michael D.

9780470448212: Competing In a Service Economy: How to Create a Competitive Advantage Through Service Development and Innovation: 47 (J-B-UMBS Series)

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ISBN 10: 0470448210 ISBN 13: 9780470448212

Editorial: John Wiley & Sons, 2003

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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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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.

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Editorial: John Wiley & Sons
A�o de publicaci�n: 2003
Idioma: Ingl�s
ISBN 10: 0470448210
ISBN 13: 9780470448212
Encuadernaci�n: Tapa blanda
N�mero de p�ginas: 212
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9780787961565: Competing in a Service Economy: How to Create a Competitive Advantage Through Service Development and Innovation (University of Michigan Business School Management S.)

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ISBN 10: 0787961566 ISBN 13: 9780787961565
Editorial: Jossey-Bass Inc.,U.S., 2003
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Competing in a Service Economy: How to Create a Competitive Advantage Through Service Development and Innovation

Jossey-Bass

Publicado por Jossey-Bass, 2003

ISBN 10: 0470448210 ISBN 13: 9780470448212

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

Gustafsson, Anders; Johnson, Michael D.

Publicado por Jossey-Bass, 2003

ISBN 10: 0470448210 ISBN 13: 9780470448212

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

Gustafsson, Anders; Johnson, Michael D.

Publicado por Jossey-Bass, 2003

ISBN 10: 0470448210 ISBN 13: 9780470448212

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Competing in a Service Economy

Anders Gustafsson Michael D. Johnson

Publicado por John Wiley & Sons, 2003

ISBN 10: 0470448210 ISBN 13: 9780470448212

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Competing in a Service Economy (Paperback)

Anders Gustafsson

Publicado por John Wiley & Sons Inc, New York, 2008

ISBN 10: 0470448210 ISBN 13: 9780470448212

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Paperback. Condici�n: new. Paperback. 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. A University of Michigan Business School Management Series book. Differentiating through service development stands to improve customer satisfaction and financial performance. This book will help executives and managers to think and plan strategically with respect to services, service development and service innovation. Shipping may be from multiple locations in the US or from the UK, depending on stock availability. N� de ref. del art�culo: 9780470448212

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