Pfeiffer :: Competing in a Service Economy: How to Create a Competitive Advantage Through Service Development and Innovation

Competing in a Service Economy: How to Create a Competitive Advantage Through Service Development and Innovation

ISBN: 978-0-7879-7067-3

Adobe E-Book

208 pages

June 2003

US $21.99

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Preface

1. Competing Through Services

2. Creating a Service Advantage

3. Service Maintenance: Removing Things Gone Wrong

4. Improving Service Performance: Adding Things Gone Right

5. Service Innovation

6. Lead the Way

Appendix: The IKEA Saga

Notes

The Authors

Index

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