Competing In A Service Economy: How To Create A Competitive Advantage Through Service Development And Innovation
商品資訊
ISBN13:9780470448212
出版社:John Wiley & Sons Inc
作者:Johnson
出版日:2003/05/07
裝訂/頁數:平裝/208頁
商品簡介
* Case studies on IKEA, Disney, Volvo Trucks, Sterling Pulp Chemicals and EMC2 illustrate various approaches.
* Authors bring extensive knowledge base through years of both academic and applied research in collaboration with a variety of firms and organization.
* Hands-on approach to structuring and implementing new service development activities.
作者簡介
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.
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