A Book in the University of Michigan Business School Series It's a simple equation: no customers equals no profits. So how can a company ensure that its customers enjoy a consistently satisfying experience? In this book, two experts from the University of Michigan Business School lay out a five-stage process that links all of the key measures of customer satisfaction with marketing strategy and product development to guarantee excellent customer service. Johnson and Gustafsson show managers how to break down the organizational barriers that defy great customer service and instead tie together...
A Book in the University of Michigan Business School Series It's a simple equation: no customers equals no profits. So how can a company ensure that i...
This fascinating book covers all the recent developments in conjoint analysis. Leading scientists present different aspects of the theory and applications of this technique. A wide variety of models, techniques, and applications are discussed, including normative models that maximize return, extension of choice-based conjoint simulations, latent class, hierarchical Bayes modeling, new choice simulators, and normative models for representing competitive actions and reactions (based on game theory).
This fascinating book covers all the recent developments in conjoint analysis. Leading scientists present different aspects of the theory and appli...
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...
Competing in a Service Economy is a hands-on guide to creating services, with illustrative examples from service-oriented companies including D...
All the world's most advanced economies are dominated by service. The service sector also employs the largest number of people and it is the fastest growing sector, both in number of companies and employees.
The questions posed in the book are:
(1) How is it growing;
(2) what are these new service innovations;
(3) what are the drivers;
(4) how can organizations work with service innovations in a structured way?
The book views service as the value-creating activity that customers perform in their own context. The role of a company is to provide the...
All the world's most advanced economies are dominated by service. The service sector also employs the largest number of people and it is the fastes...
