MARC details
| 000 -LEADER |
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| fixed length control field |
03364nam a2200289Ia 4500 |
| 003 - CONTROL NUMBER IDENTIFIER |
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| control field |
OSt |
| 005 - DATE AND TIME OF LATEST TRANSACTION |
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| control field |
20160407131615.0 |
| 008 - FIXED-LENGTH DATA ELEMENTS--GENERAL INFORMATION |
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| fixed length control field |
150210s9999 xx 000 0 und d |
| 020 ## - INTERNATIONAL STANDARD BOOK NUMBER |
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| International Standard Book Number |
9788126509386 |
| -- |
8126509384 |
| 082 ## - DEWEY DECIMAL CLASSIFICATION NUMBER |
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| Classification number |
658.812 |
| 100 ## - MAIN ENTRY--PERSONAL NAME |
|---|
| Personal name |
Gustafsson, Anders |
| 9 (RLIN) |
19241 |
| 245 ## - TITLE STATEMENT |
|---|
| Title |
Competing in a service economy : |
| Remainder of title |
how to create a competitive advantage through service development and innovation |
| Statement of responsibility, etc |
Anders Gustafsson and Michael D Johnson |
| 260 ## - PUBLICATION, DISTRIBUTION, ETC. (IMPRINT) |
|---|
| Name of publisher, distributor, etc |
Wiley India Pvt Ltd. |
| Place of publication, distribution, etc |
New Delhi |
| Date of publication, distribution, etc |
2006 |
| 300 ## - PHYSICAL DESCRIPTION |
|---|
| Extent |
xv, 190 p. |
| Other physical details |
Paper |
| 505 ## - FORMATTED CONTENTS NOTE |
|---|
| Formatted contents note |
Preface <br/>1. Competing Through Services <br/>2. Creating a Service Advantage <br/>3. Service Maintenance: Removing Things Gone Wrong <br/>4. Improving Service Performance: Adding Things Gone Right <br/>5. Service Innovation <br/>6. Lead the Way <br/>Appendix: The IKEA Saga <br/>Notes <br/>The Authors <br/>Index |
| 520 ## - SUMMARY, ETC. |
|---|
| Summary, etc |
Description<br/><br/>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.<br/>The Wiley Advantage<br/><br/>Case studies on IKEA, Disney, Volvo Trucks, Sterling Pulp Chemicals and EMC2 illustrate various approaches.<br/>Authors bring extensive knowledge base through years of both academic and applied research in collaboration with a variety of firms and organization.<br/>Hands-on approach to structuring and implementing new service development activities. |
|
|---|
| Summary, etc |
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.<br/> |
| 650 ## - SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| Topical term or geographic name as entry element |
Customer services |
| General subdivision |
Management |
| 9 (RLIN) |
21442 |
|
|---|
| Topical term or geographic name as entry element |
Service industries |
| General subdivision |
Technological innovations |
| -- |
Management. |
| 9 (RLIN) |
21443 |
|
|---|
| Topical term or geographic name as entry element |
Competition |
| 9 (RLIN) |
21444 |
|
|---|
| Topical term or geographic name as entry element |
Service industries |
| General subdivision |
Management |
| 9 (RLIN) |
21445 |
|
|---|
| Topical term or geographic name as entry element |
Strategic planning |
| 9 (RLIN) |
21446 |
| 700 ## - ADDED ENTRY--PERSONAL NAME |
|---|
| Personal name |
Johnson, Michael D. |
| 9 (RLIN) |
21447 |
| 942 ## - ADDED ENTRY ELEMENTS (KOHA) |
|---|
| Source of classification or shelving scheme |
Dewey Decimal Classification |
| Item type |
Book |
