Managing in the Service Economy

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Harvard Business Press, 1986 - Business & Economics - 211 pages
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A four-point blueprint--the "strategic service vision"--for service managers, which offers the trend-setting management strategies that have given leading service companies a clear competitive advantage.
  

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Contents

Introduction
1
A Strategic Service Vision Basic Elements
5
A Strategic Service Vision Integrative Elements
27
Positioning in Competitive Service Strategies
45
The Service Concept Product Line Development
75
Operating Strategy Productivity
91
Operating Strategy Barriers to Entry
107
People and the Service Culture
117
Services in the Future
153
Concluding Remarks
175
Indexes of the Growth and Importance of the Service Sector
179
The Economic and Social Impact of the Service Sector
185
Productivity
191
Notes
195
Index
205
Copyright

The Multinational Development of Service Industries
135

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About the author (1986)

James L. Heskett, is the UPS Foundation Professor of Business Logistics at the Harvard Business School. He is also co-author of "Service Breakthroughs, The Service Management Course, " and "Corporate Culture and Performance.

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