Synopsis
In this text, Christopher Lovelock demonstrates how organizations consistently profit by putting customers first, and lays out a proven strategy for building an entire company around customer-is-king satisfaction. Based on an in-depth understanding of customer needs, the book's nucleus is its five-point "product plus" services: information - how to transmit instructions and advice, take reservations and provide progress reports; hospitality - how to welcome customers with courteous greetings, comfortable waiting areas and readily available facilities; caretaking - how customers appreciate such extra touches as convenient parking, secure coatrooms and personal care of their valuables; exceptions - how companies can impress everyone with service for the handicapped, those with special dietary needs, and other "exceptional" customers; and payment - how to avoid the "one last chance to disappoint". With these principles in place, Lovelock illustrates how an organization can harness the power of modern technology to improve service quality; leverage employee skills; speed service delivery; reduce costs; and increase productivity. He goes behind the scenes of well-known service companies to see what makes them tick, details the best strategies of international companies, and flowcharts the customer's experience to see how buying decisions and product loyalty evolve.
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About the Author
Christopher Lovelock was professor at the Harvard Business School for more than a decade. He has also taught at MIT, Stanford, the Theseus Institute in France, and the International Institute for Management Development (IMD) in Switzerland.
"About this title" may belong to another edition of this title.
Search results for Product Plus: How Product Plus Service Equal Competitive...
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Product Plus : Product Plus Service Equal Competitive Advantage
Published by
McGraw-Hill Companies, The, 1994
ISBN 10: 0070387982
ISBN 13: 9780070387980
Used
Hardcover
Seller: Better World Books, Mishawaka, IN, U.S.A.
Seller rating 5 out of 5 stars
Condition: Very Good. Former library book; may include library markings. Used book that is in excellent condition. May show signs of wear or have minor defects. Seller Inventory # 16180597-20
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Product Plus : Product Plus Service Equal Competitive Advantage
Published by
McGraw-Hill Companies, The, 1994
ISBN 10: 0070387982
ISBN 13: 9780070387980
Used
Hardcover
Seller: Better World Books: West, Reno, NV, U.S.A.
Seller rating 5 out of 5 stars
Condition: Very Good. Former library book; may include library markings. Used book that is in excellent condition. May show signs of wear or have minor defects. Seller Inventory # 16180597-20
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Product Plus: How Product + Service = Competitive Advantage
Seller: BombBooks, King of prussia, PA, U.S.A.
Seller rating 4 out of 5 stars
Condition: Good. All pages and cover are intact (including the dust cover, if applicable). Spine may show signs of wear. Pages may include limited notes and highlighting. May include From the library of labels. Shrink wrap, dust covers, or boxed set case may be missing. Item may be missing bundled media. Ships same or next business day with tracking emailed direct to you! Seller Inventory # 3U1IBA003FV0_ns
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Product Plus: How Product + Service = Competitive Advantage
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Hardcover. Condition: Very Good. No Jacket. May have limited writing in cover pages. Pages are unmarked. ~ ThriftBooks: Read More, Spend Less 1.8. Seller Inventory # G0070387982I4N00
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Product Plus: How Product Plus Service Equal Competitive Advantage
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Hardback. Condition: Very Good. The book has been read, but is in excellent condition. Pages are intact and not marred by notes or highlighting. The spine remains undamaged. Seller Inventory # GOR004039276
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How Product + Service = Competitive Advantage
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Condition: Fair. This is an ex-library book and may have the usual library/used-book markings inside.This book has hardback covers. In fair condition, suitable as a study copy. No dust jacket. Please note the Image in this listing is a stock photo and may not match the covers of the actual item,850grams, ISBN:0070387982. Seller Inventory # 8848044
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Product Plus: How Product + Service = Competitive Advantage
Seller: Anybook.com, Lincoln, United Kingdom
Seller rating 5 out of 5 stars
Condition: Fair. This is an ex-library book and may have the usual library/used-book markings inside.This book has hardback covers. In fair condition, suitable as a study copy. No dust jacket. Please note the Image in this listing is a stock photo and may not match the covers of the actual item,850grams, ISBN:0070387982. Seller Inventory # 8848040
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Product Plus: How Product + Service = Competitive Advantage
Seller: Ammareal, Morangis, France
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No jacket. Condition: Très bon. Sans jaquette. Edition 1994. Ammareal reverse jusqu'à 15% du prix net de cet article à des organisations caritatives. ENGLISH DESCRIPTION Book Condition: Used, Very good. No dust jacket. Edition 1994. Ammareal gives back up to 15% of this item's net price to charity organizations. Seller Inventory # F-059-410
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Product Plus: How Product + Service = Competitive Advantage
Seller: Ammareal, Morangis, France
Seller rating 5 out of 5 stars
Hardcover. Condition: Très bon. Ancien livre de bibliothèque. Légères traces d'usure sur la couverture. Salissures sur la tranche. Edition 1994. Ammareal reverse jusqu'à 15% du prix net de cet article à des organisations caritatives. ENGLISH DESCRIPTION Book Condition: Used, Very good. Former library book. Slight signs of wear on the cover. Stains on the edge. Edition 1994. Ammareal gives back up to 15% of this item's net price to charity organizations. Seller Inventory # F-048-088
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Product Plus: How Product + Service = Competitive Advantage: Product + Service Equals Competitive Advantage
Seller: Sigrun Wuertele buchgenie_de, Altenburg, Germany
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Condition: Gut - gebraucht. Gebundene Ausgabe 382 S. Guter Zustand, ohne Namenseintrag no cover 0071134514 Zustand: 3, Gut - gebraucht, Gebundene Ausgabe McGraw-Hill Inc.,US , 1994 382 S. , Product Plus: How Product + Service = Competitive Advantage: Product + Service Equals Competitive Advantage, Lovelock, Christopher. Seller Inventory # BU270958