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Service Innovation
All the world's most advanced economies are dominated by service. The service sector also employs the largest number of people and it is the fastest growing sector, both in number of companies and employees. The questions posed in the book are: (1) How is it growing; (2) what are these new service innovations; (3) what are the drivers; and (4) how can organizations work with service innovations in a structured way? The book views service as the value-creating activity that customers perform in their own context. The role of a company is to provide the resources and knowledge to enable value creation. Based on this view, we develop a model of service innovation and develop guidelines for what is required from the organizational perspective; how should an organization view its customers in order to be successful, what does a service development process look like, and how to transform an organization that has a product focus to a service or solution provider.
Improving Customer Satisfaction, Loyalty, and Profit
A Book in the University of Michigan Business School Series It's a simple equation: no customers equals no profits. So how can a company ensure that its customers enjoy a consistently satisfying experience? In this book, two experts from the University of Michigan Business School lay out a five-stage process that links all of the key measures of customer satisfaction with marketing strategy and product development to guarantee excellent customer service. Johnson and Gustafsson show managers how to break down the organizational barriers that defy great customer service and instead tie together their customer value chain to create a cohesive customer measurement and management system. So, if like most companies, yours has only a fleeting understanding of its relationship with its customers, this book offers the organizational know-how to make and keep them happy.
Competing in a Service Economy
Die Fähigkeit, hochwertige Dienstleistungen zu entwickeln und anzubieten, ist zu einem wesentlichen Faktor für die Unternehmensstrategie und den Unternehmenserfolg geworden. "Competing in a Service Economy" hilft Führungskräften und Managern bei der Neuentwicklung und Innovation von Dienstleistungen strategisch zu denken und zu planen. Wer Dienstleistungen entwickelt, steigert die Kundenzufriedenheit und damit die Finanz-Performance. Der Band erläutert detailliert die Tools und Prozesse für die Bereitstellung, Verbesserung und Innovation von Dienstleistungen. Fallstudien zu IKEA, Disney, Volvo Trucks, Sterling Pulp Chemicals und EMC2 belegen anschaulich die verschiedenen Ansätze. Die Autoren verfügen über langjährige Praxiserfahrung im Bereich wissenschaftlicher und angewandter Forschung in Zusammenarbeit mit einer Vielzahl von Firmen und Organisationen. "Competing in a Service Economy" ist ein praxisorientierter Leitfaden, der Ihnen genau sagt, wie Sie sich durch die Entwicklung und Innovation von Dienstleistungen einen Wettbewerbsvorteil sichern.
Customer Retention in the Automotive Industry
Anhand zahlreicher Fallbeispiele analysieren renommierte Experten aus Wissenschaft und Praxis den Zusammenhang zwischen Produktqualität, Kundenzufriedenheit und Unternehmenserfolg und geben praxisorientierte Tips zur Verbesserung.
Conjoint Measurement
This fascinating book covers all the recent developments in conjoint analysis. Leading scientists present different aspects of the theory and applications of this technique. A wide variety of models, techniques, and applications are discussed, including normative models that maximize return, extension of choice-based conjoint simulations, latent class, hierarchical Bayes modeling, new choice simulators, and normative models for representing competitive actions and reactions (based on game theory).
Conjoint Measurement
by Paul E. Green I am honored and pleased to respond to authors request to write a Fore word for this excellent collection of essays on conjoint analysis and related topics. While a number of survey articles and sporadic book chapters have appeared on the subject, to the best of my knowledge this book represents the first volume of contributed essays on conjoint analysis. The book re flects not only the geographical diversity of its contributors but also the variety and depth of their topics. The development of conjoint analysis and its application to marketing and business research is noteworthy, both in its eclectic roots (psychometrics, statistics, operations research, economics) and the ...
The Service-dominant Logic of Marketing
Presents a paradigm for the marketing discipline that is service-oriented, customer-oriented, relationship-focused, and knowledge-based, and places marketing, once viewed as a support function, central to overall business strategy. This book elaborates on this model to provide insight and commentary.
Conjoint Measurement
Covers all recent developments in Conjoint Analysis. Leading scientists present theory and applications of this technique. In short, the following models, techniques, and applications are discussed: normative models that maximize return, extension of choice-based conjoint simulations, latent class, hierarchical Bayes modelling, new choice simulators, normative models for representing competitive actions and reactions (based on game theory), applications in diverse areas, computation of monetary equivalents of part worth, share/return optimisation (including Pareto frontier analysis), coupling of conjoint analysis with the perceptual and preference mapping of choice simulator results.
