[Business, Industry] - In A Service Economy -- How to Create petitive Advantage through Service Development and Innovat [Jossey-Basspeting].pdf

The mission of the University of Michigan Busi-ness School Management Series is to essible, practical, and cutting-edge solutionsto the most critical challenges facing business-people today. The UMBS Management Seriesprovides concepts and tools for people whoseek to make a signi?cant difference in their or-ganizations. Drawing on the research and ex-perience of faculty at the University of MichiganBusiness School, the books are written to stretchthinking while providing practical, focused, andinnovative solutions to the pressing problems solutions to the pressing problems of businessAlso available in the UMBS series:ing a Better Value Creator,by Anjan V. ThakorAchieving ess Through Social Capital,by Wayne BakerImproving Customer Satisfaction, Loyalty, and Pro?t,by Michael D. Johnson and Anders pensation Solution,by John E. TropmanStrategic Interviewing,by Richaurd Camp, Mary Vielhaber, and Jack L. tiCreating the anization,by Taylor CoxGetting Results,by Clinton O. Longenecker and Jack L. pany of Leaders,by Gretchen M. Spreitzer and Robert E. QuinnManaging the Unexpected,by Karl Weick and Kathleen SutcliffeUsing the Law petitive Advantage,by e J. SiedelCreativity at Work,by Jeff DeGraff and Katherine A. LawrenceMaking I/T Work,by Dennis G. Severance and Jacque PassinoDecision Management,by J. Frank YatesAManager’s Guide to Employment Law,by Dana M. MuirThe Ethical Challenge,edited by Noel M. Tichy and Andrew R. McGillFor additional information on any of these titles or future titles in the series, visit cutive SummaryThis book shows how to create petitive advantagethrough service development and innovation. For execu-tives who set service strategy and managers in charge ofimplementing the process, it provides the frameworks and pete essfully in a service economy. Its approach isuseful to traditional panies as well as those manu-panies that are moving down the value chain toinclude services as part of their customer One describes