Johnson / Gustafsson Competing in a Service Economy

How to Create a Competitive Advantage Through Service Development and Innovation
1. Auflage 2003
ISBN: 978-0-7879-7067-3
Verlag: John Wiley & Sons
Format: PDF
Kopierschutz: Adobe DRM (»Systemvoraussetzungen)

E-Book, Englisch, 208 Seiten, E-Book

Reihe: J-B University of Michigan Business School Management Series

Competing in a Service Economy is a hands-on guide tocreating services, with illustrative examples from service-orientedcompanies including Disney, Ericsson, IKEA, National Association ofConvenience Stores, Ritz Carlton, Scandinavian Airline Systems,Sterling Pulp Chemicals, and Telia Mobile. This practical resourcefor executives, general managers, and managers in marketing,operations, and human resources reveals how to gain a competitiveadvantage by creating and implementing a strategic plan that willultimately improve their organization's services. Written by theauthors of the best-selling book Improving CustomerSatisfaction, Loyalty, and Profit, this important new book willhelp business professionals to think and plan strategically todramatically improve services, service development, and serviceinnovation within their organizations.

Autoren/Hrsg.

Johnson, Matthew D.

Gustafsson, Anders

Inhaltsverzeichnis

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

Über Autor(innen)

Anders Gustafsson teaches service quality management atKarlstad University, Sweden. He is a research leader at the ServiceResearch Center, working on topics such as technology readiness,user-driven service development, and customer orientation.
Michael D. Johnson is the D. Maynard Phelps Professor ofBusiness Administration and professor of marketing at theUniversity of Michigan Business School. He has been instrumental inthe development of national satisfaction indices around the world.He teaches services marketing management in the Michigan MBAprogram.
Johnson and Gustafsson are the authors of UMBS best-selling bookImproving Customer Satisfaction, Loyalty, and Profit, fromJossey-Bass.