Mary Jo Bitner / Stephen W. Brown / Stephen WBrown / Valarie A. Zeithaml / Valarie AZeithaml
Librería Samer Atenea
Librería Aciertas (Toledo)
Kálamo Books
Librería Perelló (Valencia)
Librería Elías (Asturias)
Donde los libros
Librería Kolima (Madrid)
Librería Proteo (Málaga)
Designed for executives of companies that manufacture or sellproducts and students in an MBA program, this book outlinesthe challenges of launching a service and solutions businesswithin a product-oriented organization. You might view servicesand solutions as a means to financial growth, reducedrevenue volatility, greater differentiation from the competition,increased share of customer budget, and improved customersatisfaction, loyalty, and lock-in; but the authors visualize thetransition from products sold to services rendered and identifythe challenges that leaders will face during the transformation.Inside, the authors provide a framework-the service infusioncontinuum-to describe the different types of servicesand solutions that a product-rich company can offer beyondwarranties, call centers, and websites that support customersin their use of products.
