Sinopse

Structuring and implementing new service development activities Services have come to dominate the world economy - and the ability to develop and deliver high quality service has become critical to business strategy and success. This book will help executives and managers to think strategically with respect to services, service development, and service innovation. Drawing on their extensive research and experience with a wide range of organizations, the authors provide the building blocks necessary to compete effectively on service through three parallel processes; service maintenance, improving service performance, and service innovation - and thus improve customer satisfaction and financial performance.

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