Competing in a Service Economy: How to Create a Competitive Advantage Through Service Development and Innovation
June 2003, Jossey-Bass
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- 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.