Profiting From Services and Solutions: What Product-Centric Firms Need to Know (UK PROFESSIONAL BUSINESS Management / Business) - Softcover

Zeithaml, Valarie A.; Brown, Stephen W.

Softcover

ISBN 10: 1606497480 ISBN 13: 9781606497487

Publisher: Business Expert Press, 2014

Synopsis

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 financial growth, reduced revenue volatility, greater differentiation from the competition, increased share of customer budget, and improved customer satisfaction, loyalty, and lock-in; but the authors visualize the transition from products sold to services rendered and identify the challenges that leaders will face during the transformation. Inside, the authors provide a framework-the service infusion continuum-to describe the different types of services and solutions that a product-rich company can offer beyond warranties, call centers, and websites that support customers in their use of products.

About this title

About the Author:

Valarie A. Zeithaml is the David S. Van Pelt Family Distinguished Professor of Marketing and an award-winning teacher and researcher at the Kenan-Flagler Business School at the University of North Carolina.

About this edition

• Publisher: Business Expert Press
• Publication date: 2014
• ISBN 10: 1606497480
• ISBN 13: 9781606497487
• Binding: Paperback
• Number of pages: 134