Competing through services : strategy and implementation : cases and text / Sandra Vandermerwe and Christopher Lovelock with Marika Taishoff.
By: Vandermerwe, Sandra
.
Contributor(s): Lovelock, Christopher H | Taishoff, Marika Natasha.
Material type: 
BookSeries: European casebook series in management.Publisher: New York : Prentice Hall, 1994Description: xxviii, 452 p. : ill. ; 24 cm.ISBN: 0130971308 (pbk.) :.Subject(s): Service industries -- Case studies | Competition -- Case studies | Competition, International -- Case studies | Industrial management -- Case studiesDDC classification: 658.5 | Item type | Current library | Call number | Copy number | Status | Date due | Barcode | Item holds |
|---|---|---|---|---|---|---|---|
| General Lending | MTU Bishopstown Library Lending | 658.5 (Browse shelf(Opens below)) | 1 | Available | 00038282 |
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Enhanced descriptions from Syndetics:
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.
Includes bibliographical references.
Section 1: Why services? Competing through services to meet changing customer expectations -- Section 2: What services? Differentiating market offerings -- Section 3: How? Building service delivery systems -- Section 4: By whom? Mobilizing people and partners for service delivery -- Section 5: Services through what? Leveraging information technology to deliver value -- Section 6: Where? Delivering services across countries -- Section 7: How well? Defining standards and performance for services.