Competing in a Service Economy

Name: Competing in a Service Economy
SKU: 3078999
Price: 92.00 NZD
Availability: InStock

How to Create a Competitive Advantage Through Service Development and Innovation

By:

Format:

Paperback / softback

Series:

J-B-UMBS Series

Show Hide Adult Content

$92.00

Available from supplier

Usually ships in 3-4 weeks

0 in Trolley

Price Match

Wrap this item as a gift ($5.90) - add a free gift card on the next page

Free Delivery with Primate

Join Now

Free 14 day free trial, cancel anytime.

Buy Now, Pay Later with:

Afterpay is available on orders $100 to $2000 Learn more

6 weekly interest-free payments of $15.33 with Laybuy Learn more

Availability

Delivering to:

Estimated arrival:

Around 11-21 June using International Courier

Description

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.

Author Biography:

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.

Release date NZ

September 3rd, 2008

Author

Audience

General (US: Trade)

Illustrations

Charts: 1 B&W, 0 Color; Photos: 5 B&W, 0 Color; Drawings: 33 B&W, 0 Color; Screen captures: 1 B&W, 0 Color; Tables: 3 B&W, 0 Color; Graphs: 7 B&W, 0 Color

Pages

208

Series

J-B-UMBS Series

Dimensions

152x229x12

ISBN-13

9780470448212

Product ID

3078999

Customer reviews

Nobody has reviewed this product yet. You could be the first!

Write a Review

Marketplace listings

There are no Marketplace listings available for this product currently.
Already own it? Create a free listing and pay just 9% commission when it sells!

Sell Yours Here