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

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.

Business & Money

Johnson, Michael D.

Gustafsson, Anders

Processes & Infrastructure

Jossey-Bass

A Book in the University of Michigan Business School Series It's a simple equation: no customers equals no profits. So how can a company ensure that its customers enjoy a consistently satisfying experience? In this book, two experts from the University of Michigan Business School lay out a five-stage process that links all of the key measures of customer satisfaction with marketing strategy and product development to guarantee excellent customer service. Johnson and Gustafsson show managers how to break down the organizational barriers that defy great customer service and instead tie together their customer value chain to create a cohesive customer measurement and management system. So, if like most companies, yours has only a fleeting understanding of its relationship with its customers, this book offers the organizational know-how to make and keep them happy.

Improving Customer Satisfaction, Loyalty, and Profit : An Integrated Measurement and Management System

Management & Leadership

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.

Jossey-Bass Inc Pub

Service Innovation

Kristensson, Per

Schirr, Gary R

Industries

Business Expert Press

Most companies that want to compete in today's markets try to differentiate thenselves with the innovative services. New Service Development and Innovation in the New Economy focuses on the introduction and development of new competitive services. Practical tools for the process are provided together with valuable insights into the theoretical methods for the development of new services.

New Service Development and Innovation in the New Economy

Edvardsson, Bo

Sanden, Bodil

Economics

Professional Pub Service

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Books by Gustafsson, Anders