Service Competitive Advantage: Develop innovative service strategies and plans

Author: [Sweden] 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! This book provides a set of practical methods for designing, establishing, and improving service strategies and plans, helping organizations build new service programs in three aspects: ensuring existing service quality, improving service levels, and innovating service content. The book also lists successful cases and examples from various international organizations, including outstanding service strategies and plans from companies like Disney, Ericsson, and IKEA.