Competing in a Service Economy: How to Create a Competitive Advantage Through Se

商家名称	信用等级	购买信息	订购本书
		Competing in a Service Economy: How to Create a Competitive Advantage Through Se
		Competing in a Service Economy: How to Create a Competitive Advantage Through Se

基本信息·出版社：Jossey-Bass
·页码：208 页
·出版日期：2003年05月
·ISBN：0470448210
·条形码：9780470448212
·装帧：平装
·正文语种：英语
·丛书名：J-B-UMBS Series
·外文书名：搏击服务经济: 如何透过服务开发与创新创造竞争优势

内容简介 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.
作者简介 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. --This text refers to the Hardcover edition.
编辑推荐 Review
“…a very useful book…” (Managing Service Quality, June 2004)

a very useful book (Managing Service Quality, June 2004) --This text refers to the Hardcover edition.

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