Service Competitive Advantage

Author: Gustavson
Publisher:
Publish Date: 2004-06-01
Features: Service strategies from Disney, Ericsson, IKEA, Scandinavian Airlines, and the Ritz-Carlton Hotel. Innovative solutions to management challenges brought by the top business school for executive training in the world, the University of Michigan! For the success of a business, it is crucial to provide customers with innovative, high-quality services. However, few companies understand how to develop a comprehensive service development plan. This book provides a set of effective methods for designing, establishing, and improving service strategies and plans, laying a solid foundation for the development and success of the organization. The book helps businesses build effective innovative service plans from three aspects: ensuring existing service quality; improving service levels; innovating service content. The book extensively cites cases and examples of successful organizations in the international field—Disney, Ericsson, IKEA, the National Retail Federation, the Ritz-Carlton Hotel, Scandinavian Airlines, and Swedish Telia Mobile Communications Company—all of which are included in the book for their outstanding service strategies and plans.