Items related to PROFITING FROM SERVICES AND SO: What Product-Centric...

PROFITING FROM SERVICES AND SO: What Product-Centric Firms Need to Know (UK PROFESSIONAL BUSINESS Management / Business) - Softcover

ZEITHAML

 
9781606497487: PROFITING FROM SERVICES AND SO: What Product-Centric Firms Need to Know (UK PROFESSIONAL BUSINESS Management / Business)
Softcover
ISBN 10: 1606497480 ISBN 13: 9781606497487
Publisher: McGraw Hill / Europe, Middle East & Africa, 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.

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About the Author

Valarie A. Zeithami, David S. Van Pelt Family Distinguished Professor of Marketing, Kenan-Flagler Business School at the University of North Carolina, USA.

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Publisher
McGraw Hill / Europe, Middle East & Africa
Publication date
2014
Language
English
ISBN 10 
1606497480
ISBN 13 
9781606497487
Binding
Paperback
Number of pages
220