Competing Through Services

Competing Through Services

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Description

Combining cases with introductory material, this text addresses management situations across a range of industries, with regard to service industries. It looks at service processes, performance, profitability and people. Demonstrations of the unique aspects of value-added services are given, showing how contemporary strategies differ from traditional approaches. This casebook offers a practical framework for handling the multiplicity of issues in implementing strategies for services.show more

Product details

  • Paperback | 540 pages
  • 173 x 235 x 23mm | 722g
  • Pearson Education (US)
  • Prentice Hall
  • Upper Saddle River, United States
  • 0130971308
  • 9780130971302

Table of contents

Why services?; competing through services to meet changing customer expectations; what services; differentiating market offerings; how?; building service delivery systems; by whom?; mobilizing people and partners for service delivery; services through what? leveraging information technology to deliver value; where?; delivering services across countries; how well?; defining standards and performance for services.show more