Competing in a Service Economy: How to Create a Competitive Advantage Through Service Development and Innovation (J-B-UMBS, #37) (University of Michigan Business School Management S.) (University of Michigan Business School Management)

by Michael D Johnson and Anders Gustafsson

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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.
  • ISBN10 661041002X
  • ISBN13 9786610410026
  • Publish Date 1 January 2006 (first published 1 January 2003)
  • Publish Status Active
  • Out of Print 21 August 2012
  • Publish Country US
  • Imprint John Wiley & Sons
  • Format eBook
  • Pages 210
  • Language English