عنوان

Profiting from services and solutions :

(Number (ISBN

1606497499

(Number (ISBN

9781606497494

Number

b538642

Title Proper

Profiting from services and solutions :

General Material Designation

[Book]

Other Title Information

what product-centric firms need to know

First Statement of Responsibility

Valarie A. Zeithaml [and others].

Edition Statement

1st ed

Place of Publication, Distribution, etc.

New York

Name of Publisher, Distributor, etc.

Business Expert Press

Date of Publication, Distribution, etc.

2014

Specific Material Designation and Extent of Item

(xiv, 116 pages) : illustrations.

Series Title

Service systems and innovations in business and society collection.

Text of Note

Center for services leadership, W.P. Carey School of Business, Arizona State University.

Text of Note

Introduction: transitioning from products to services and solutions --;The service infusion continuum --;Company configuration for services and solutions --;Capabilities: skills, training, and technology --;Customization: balancing uniqueness with operational realities --;Collaboration with customers: engaging customers in service and solution design, development, and challenges to offering new services and solutions --;Conclusion: cultivating a service and solution --;Appendix 1. Research approach, resources, and methodology --;Appendix 2. Company interview guide --;About the authors --;Notes --;References --;Index.

Text of Note

Designed for executives in companies that manufacture or sell products, this book outlines the challenges of launching a service and solutions business within a product-oriented organization. The target audience-- manufacturers, industrial suppliers, technology firms, and other vendors of business goods--views 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. The authors visualize the transition from products sold to services rendered and identify the challenges that leaders will face during the transformation. To overcome those challenges, the book shows leaders how to manage change in five areas: corporate structure; corporate culture; organizational metrics of performance, growth and investment; individual skills and talent development; and core competencies of collaboration and customization.

Manufacturing industries.

Production management.

Service industries.

Class number

Book number

Valarie A. Zeithaml [and others].

Valarie A Zeithaml

Electronic name

[Book]

Y