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.
Author(s): Michael D. Johnson, Anders Gustafsson, Michael D. Johnson, Anders Gustafsson,
Edition: 1
Year: 2003
Language: English
Pages: 224
Competing in a
Service Economy......Page 8
Executive Summary......Page 6
Copyright......Page 9
Contents......Page 10
Series Foreword......Page 12
Preface......Page 14
1 Competing Through Services......Page 20
2 Creating a Service Advantage......Page 44
3 Service Maintenance: Removing Things
Gone Wrong......Page 68
4 Improving Service Performance:
Adding Things Gone Right......Page 98
5 Service Innovation......Page 136
6 Lead the Way......Page 166
Appendix: The IKEA Saga......Page 176
Notes......Page 192
The Authors......Page 202
Index......Page 204
