A01=Anders Gustafsson
A01=Michael D. Johnson
advantage
association
Author_Anders Gustafsson
Author_Michael D. Johnson
bestselling
Category=KJC
chemicals
companies
competitive
convenience
disney
economy
eq_bestseller
eq_business-finance-law
eq_isMigrated=1
eq_nobargain
eq_non-fiction
examples
guide
handson
illustrative
national
plan
practical resource
reveals
satisfaction
service
serviceoriented
stores
strategic
Product details
- ISBN 9780470448212
- Weight: 318g
- Dimensions: 152 x 229mm
- Publication Date: 03 Sep 2008
- Publisher: John Wiley & Sons Inc
- Publication City/Country: US
- Product Form: Paperback
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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.
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.
