In this groundbreaking book, Bill Price and David Jaffe offer a new, game-changing approach, showing how managers are taking the wrong path and are using the wrong metrics to measure customer service. Customer service, they assert, is only needed when a company does something wr…
"Knowledge Intensive Business Services (KIBS) are becoming more and more relevant both for their innovative content and as innovation boosters for manufacturing firms and with this scenario in mind, this book first offers an in-depth analysis of what innovation in KIBS is and it…
"Knowledge Intensive Business Services (KIBS) are becoming more and more relevant both for their innovative content and as innovation boosters for manufacturing firms and with this scenario in mind, this book first offers an in-depth analysis of what innovation in KIBS is and it…
Services Marketing: People, Technology, Strategy is the ninth edition of the globally leading textbook for Services Marketing by Jochen Wirtz and Christopher Lovelock, extensively updated to feature the latest academic research, industry trends, new technologies such as artifici…
"Companies like Netflix, Spotify, and Salesforce are just the tip of the iceberg for the subscription model. The real transformation--and the real opportunity--is just beginning"
Peer-to-Peer Accommodation Networks: Pushing the boundaries is the first book to provide an in-depth analysis of the business model of Airbnb, to discuss factors facilitating the transition of peer-to-peer networks from niche market to mainstream accommodation providers, and to …
"De-industrialization, accelerated by the financial crisis, is a long-term process. Emerging economies have shifted towards more advanced goods and their growing populations command an increased share in global demand. This shift towards a factory-free economy in high income cou…
"De-industrialization, accelerated by the financial crisis, is a long-term process. Emerging economies have shifted towards more advanced goods and their growing populations command an increased share in global demand. This shift towards a factory-free economy in high income cou…
Designed for executives in companies that manufacture or sell products, this book outlines the challenges of launching a service and solutions business within a product-oriented organization. The target audience-- manufacturers, industrial suppliers, technology firms, and other …
Designed for executives in companies that manufacture or sell products, this book outlines the challenges of launching a service and solutions business within a product-oriented organization. The target audience-- manufacturers, industrial suppliers, technology firms, and other …
Designed for executives of companies that manufacture or sell products and students in an MBA program, this book outlines the challenges of launching a service and solutions business within a product-oriented organization. You might view services and solutions as a means to fina…
Designed for executives in companies that manufacture or sell products, this book outlines the challenges of launching a service and solutions business within a product-oriented organization. The target audience-- manufacturers, industrial suppliers, technology firms, and other …
Designed for executives in companies that manufacture or sell products, this book outlines the challenges of launching a service and solutions business within a product-oriented organization. The target audience-- manufacturers, industrial suppliers, technology firms, and other …
Explores how flourishing companies maintain over the long term the level of good service that got them started.
