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Competing in a Service Economy: How to Create a Competitive Advantage Through Service Development and Innovation
Michael D. Johnson, Anders Gustafsson
ISBN: 978-0-7879-7067-3
Adobe E-Book
June 2003, Jossey-Bass
US $34.95 Purchase This E-Book

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Other Available Formats: Hardcover
  • Description
  • Table of Contents
  • Author Information
  • Reviews
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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