Competing in a Service Economy (häftad)
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Format
Häftad (Paperback / softback)
Språk
Engelska
Antal sidor
208
Utgivningsdatum
2008-09-03
Upplaga
1
Förlag
John Wiley & Sons Inc
Medarbetare
Johnson
Illustrationer
, black & white illustrations
Dimensioner
229 x 152 x 12 mm
Vikt
318 g
Antal komponenter
1
Komponenter
2:B&W 6 x 9 in or 229 x 152 mm Perfect Bound on Creme w/Gloss Lam
ISBN
9780470448212
Competing in a Service Economy (häftad)

Competing in a Service Economy

How to Create a Competitive Advantage Through Service Development and Innovation

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Häftad Engelska, 2008-09-03
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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.
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  1. Competing in a Service Economy
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  3. Improving Customer Satisfaction, Loyalty, and Profit

De som köpt den här boken har ofta också köpt Improving Customer Satisfaction, Loyalty, and P... av Matthew D Johnson, Anders Gustafsson (inbunden).

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Det finns 1 recension av Competing in a Service Economy. Har du också läst boken? Sätt ditt betyg »
  1. Virrig
    Per-Olof Kättström, 15 maj 2016

    Det som står är sant, men jag svårt att följa den röda tråden. Den behöver struktureras bättre. Intressant ämne annars.

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Övrig 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.

Innehållsförteckning

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