From Tin Soldiers to Russian Dolls: Creating Added Value Through Services

Offering a mixture of "prescriptive and descriptive information," the author discusses the current revolution in management the transition from product-focused, hierarchical companies (the tin soldiers) to consumer-focused companies committed to the interconnected relationships of the commercial milieu (the Russian dolls). She examines why this transition is necessary, key concepts of the service ethos, and the shape of things to come, and includes data from 35 diverse international businesses. Annotation copyright Book News, Inc. Portland, Or.