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Competing in a Service Economy

Competing in a Service Economy


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About the Book

Die Fähigkeit, hochwertige Dienstleistungen zu entwickeln und anzubieten, ist zu einem wesentlichen Faktor für die Unternehmensstrategie und den Unternehmenserfolg geworden.

"Competing in a Service Economy" hilft Führungskräften und Managern bei der Neuentwicklung und Innovation von Dienstleistungen strategisch zu denken und zu planen.

Wer Dienstleistungen entwickelt, steigert die Kundenzufriedenheit und damit die Finanz-Performance.

Der Band erläutert detailliert die Tools und Prozesse für die Bereitstellung, Verbesserung und Innovation von Dienstleistungen.

Fallstudien zu IKEA, Disney, Volvo Trucks, Sterling Pulp Chemicals und EMC2 belegen anschaulich die verschiedenen Ansätze.

Die Autoren verfügen über langjährige Praxiserfahrung im Bereich wissenschaftlicher und angewandter Forschung in Zusammenarbeit mit einer Vielzahl von Firmen und Organisationen.

"Competing in a Service Economy" ist ein praxisorientierter Leitfaden, der Ihnen genau sagt, wie Sie sich durch die Entwicklung und Innovation von Dienstleistungen einen Wettbewerbsvorteil sichern.
About the Author:

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.


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Product Details
  • ISBN-13: 9780470448212
  • Publisher: Jossey-Bass
  • Publisher Imprint: Jossey-bass
  • Height: 229 mm
  • No of Pages: 208
  • Series Title: J-B-Umbs
  • Sub Title: How to Create a Competitive Advantage Through Service Development and Innovation
  • Width: 152 mm
  • ISBN-10: 0470448210
  • Publisher Date: 01 Sep 2008
  • Binding: Paperback
  • Language: English
  • Returnable: Y
  • Spine Width: 12 mm
  • Weight: 367 gr


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