Gustafsson, Anders, 1964-

Competing in a service economy : how to create a competitive advantage through service development and innovation / Anders Gustafsson, Michael D. Johnson. - 1st ed. - San Francisco : Jossey-Bass, c2003. - xv, 190 p. : ill. - University of Michigan Business School management series . - University of Michigan Business School management series. .

Includes bibliographical references (p. 173-181) and index.

Competing through services -- Creating a service advantage -- Service maintenance : removing things gone wrong -- Improving service performance : adding things gone right -- Service innovation -- Lead the way.

0787961566 9780787961565 9780470448212 0470448210

2002155591


Customer services -- Management.
Service industries -- Technological innovations -- Management.
Competition.

HF5415.5 / .G87

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