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

Author:   Matthew D. Johnson (University of Michigan Business School) ,  Anders Gustafsson (University of Karlstad, Sweden)
Publisher:   John Wiley & Sons Inc
ISBN:  

9780470448212


Pages:   208
Publication Date:   03 September 2008
Format:   Paperback
Availability:   Out of stock   Availability explained
The supplier is temporarily out of stock of this item. It will be ordered for you on backorder and shipped when it becomes available.

Our Price $72.95 Quantity:  
Add to Cart

Share |

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


Add your own review!

Overview

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.

Full Product Details

Author:   Matthew D. Johnson (University of Michigan Business School) ,  Anders Gustafsson (University of Karlstad, Sweden)
Publisher:   John Wiley & Sons Inc
Imprint:   Jossey-Bass Inc.,U.S.
Dimensions:   Width: 15.20cm , Height: 1.20cm , Length: 22.90cm
Weight:   0.318kg
ISBN:  

9780470448212


ISBN 10:   0470448210
Pages:   208
Publication Date:   03 September 2008
Audience:   General/trade ,  General
Format:   Paperback
Publisher's Status:   Active
Availability:   Out of stock   Availability explained
The supplier is temporarily out of stock of this item. It will be ordered for you on backorder and shipped when it becomes available.

Table of Contents

Reviews

Author Information

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.

Tab Content 6

Author Website:  

Customer Reviews

Recent Reviews

No review item found!

Add your own review!

Countries Available

All regions
Latest Reading Guide

ls

Shopping Cart
Your cart is empty
Shopping cart
Mailing List