Competing in a Service Economy: How to Create a Competitive Advantage Through Service Development and Innovation
John Wiley & Sons, Jun 3, 2003 - Business & Economics - 208 pages
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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7-Eleven airline Älmhult Anders Gustafsson Anders Moberg areas attributes benefits Bo Edvardsson building the culture company experts company’s competing competitive advantage competitive service advantage competitors convenience store create creativity critical incident critical incident technique customer needs customer problems customer relationships customer satisfaction customer service culture customer’s defects described employees evolution example Figure focus groups furniture hierarchy identify IKEA’s impact important improving service performance industry Ingvar Kamprad interviews involved Karlstad University Leading by Design lens linked activities market segment Michael Eisner organization organization’s priorities profit Quality Function Deployment removing things gone Ritz-Carlton satisfaction and loyalty self-service serv service design service development service economy service ideas service innovation service leaders service maintenance service process map service strategy service system Småland solutions Southwest Airlines staying focused Sweden things gone right things gone wrong tion tomers Torekull travel experience understand