Competing in a Service Economy: How to Create a Competitive Advantage Through Service Development and Innovation [Hardcover]

Michael D. Johnson (Author), Anders Gustafsson (Author)

Book Description

ISBN-10: 0787961566 | ISBN-13: 978-0787961565 | Publication Date: May 16, 2003 | Edition: 1

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.

Editorial Reviews

Review

“…a very useful book…” (Managing Service Quality, June 2004)

From the Inside Flap

The ability to develop and deliver high-quality service is critical to business strategy and success. Yet few organizations understand how to create a comprehensive service development program.

Competing in a Service Economy provides the building blocks organizations need to structure their new service development activities. This innovative strategy helps companies compete effectively in service development through three parallel processes: service maintenance, improving service performance, and service innovation.

Written by Anders Gustafsson and Michael Johnson— the authors of the best-selling book Improving Customer Satisfaction, Loyalty, and Profit — this next-step resource will help executives and managers to think and plan strategically to dramatically improve services, service development, and service innovation within their organizations. The book includes cases and illustrative examples from a wide range of international organizations that are noted for their excellent service strategies, including Disney, Ericsson, IKEA, National Association of Convenience Stores, Ritz Carlton, Scandinavian Airline Systems, Sterling Pulp Chemicals, and Telia Mobile.

Competing in a Service Economy is a hands-on approach for structuring and implementing new service development activities that will help any organization succeed in today's highly competitive business environment.

See all Editorial Reviews

Product Details

• Hardcover: 224 pages
• Publisher: Jossey-Bass; 1 edition (May 16, 2003)
• Language: English
• ISBN-10: 0787961566
• ISBN-13: 978-0787961565
• Product Dimensions: 9.3 x 6.3 x 0.8 inches
• Shipping Weight: 14.6 ounces
• Amazon Best Sellers Rank: #1,398,233 in Books (See Top 100 in Books)

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