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.
Cuprins
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
Despre autor
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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