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

Author:   Matthew D. Johnson ,  Anders Gustafsson
Publisher:   John Wiley & Sons Inc
ISBN:  

9780470448212


Pages:   208
Publication Date:   03 September 2008
Format:   Paperback
Availability:   Manufactured on demand   Availability explained
We will order this item for you from a manufactured on demand supplier.

Our Price $72.95 Quantity:  
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Competing in a Service Economy: How to Create a Competitive Advantage Through Service Development and Innovation


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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 ,  Anders Gustafsson
Publisher:   John Wiley & Sons Inc
Imprint:   John Wiley & Sons Inc
Dimensions:   Width: 15.20cm , Height: 1.50cm , Length: 22.80cm
Weight:   0.328kg
ISBN:  

9780470448212


ISBN 10:   0470448210
Pages:   208
Publication Date:   03 September 2008
Audience:   Professional and scholarly ,  Professional & Vocational
Format:   Paperback
Publisher's Status:   Active
Availability:   Manufactured on demand   Availability explained
We will order this item for you from a manufactured on demand supplier.

Table of Contents

Preface 1. Competing Through Services 2. Creating a Service Advantage 3. Service Maintenance: Removing Things Gone Wrong 4. Improving Service Performance: Adding Things Gone Right 5. Service Innovation 6. Lead the Way Appendix: The IKEA Saga Notes The Authors Index

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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.

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