The Resource Product plus : how product + service = competitive advantage, Christopher Lovelock

Product plus : how product + service = competitive advantage, Christopher Lovelock

Label
Product plus : how product + service = competitive advantage
Title
Product plus
Title remainder
how product + service = competitive advantage
Statement of responsibility
Christopher Lovelock
Creator
Subject
Language
eng
Cataloging source
DLC
http://library.link/vocab/creatorName
Lovelock, Christopher H
Illustrations
illustrations
Index
index present
LC call number
HF5415.5
LC item number
.L68 1994
Literary form
non fiction
Nature of contents
bibliography
http://library.link/vocab/subjectName
  • Customer services
  • Competition
  • Competition
  • Customer services
  • Klantgerichtheid
  • Productbeleid
Label
Product plus : how product + service = competitive advantage, Christopher Lovelock
Instantiates
Publication
Bibliography note
Includes bibliographical references (p. 360-373) and index
Carrier category
volume
Carrier category code
nc
Carrier MARC source
rdacarrier
Content category
text
Content type code
txt
Content type MARC source
rdacontent
Contents
  • Core and Supplementary Services
  • Where's the Leverage?
  • User-Friendly versus User-Hostile
  • Get Rid of the Customer and the System Runs Fine
  • Conflict and Compromise in Service Businesses
  • Key Operational Issues
  • Creative Thinking and Practical Solutions
  • Product Plus Management: In Pursuit of Compatible Goals
  • The Search for Compatibility
  • The Value Imperative
  • The Little Airline That Could
  • In Search of Value
  • The Search for Synergy in Service Management
  • A Mismatch Between Service Experience and Customer Preferences
  • Firstdirect: The Branchless Bank
  • Swimming Profitably Against the Tide at Southwest Airlines
  • Key Insights
  • Service as an Art Form
  • Staging the Service Drama
  • Service Delivery Systems
  • Why the Customer's Viewpoint Is Important
  • The Creation of Southwest Airlines
  • About the Actors ...
  • Who Defines Quality: You or the Customer?
  • Defining and Measuring Quality
  • A Short History of Quality
  • Why TQM Programs Fail
  • Understanding Service Quality
  • The Way Ahead
  • Absolutely, Positively: Systemic Quality at Federal Express
  • The Federal Express System
  • Backstage at the SuperHub
  • In Pursuit of Product Plus Management
  • Setting Goals for People-Service-Profits
  • An Appraisal
  • Process and Progress: Understanding the Customer Experience
  • What Type of Service Are You Offering?
  • Service as a Process
  • Distinctive Problems Faced by Different Service Categories
  • The Core Product as Foundation
  • Every Business Competes on Service
Dimensions
24 cm
Extent
xiv, 382 pages
Isbn
9780070387980
Lccn
93028217
Media category
unmediated
Media MARC source
rdamedia
Media type code
n
Other physical details
illustrations
System control number
  • (OCoLC)28507181
  • (OCoLC)ocm28507181
Label
Product plus : how product + service = competitive advantage, Christopher Lovelock
Publication
Bibliography note
Includes bibliographical references (p. 360-373) and index
Carrier category
volume
Carrier category code
nc
Carrier MARC source
rdacarrier
Content category
text
Content type code
txt
Content type MARC source
rdacontent
Contents
  • Core and Supplementary Services
  • Where's the Leverage?
  • User-Friendly versus User-Hostile
  • Get Rid of the Customer and the System Runs Fine
  • Conflict and Compromise in Service Businesses
  • Key Operational Issues
  • Creative Thinking and Practical Solutions
  • Product Plus Management: In Pursuit of Compatible Goals
  • The Search for Compatibility
  • The Value Imperative
  • The Little Airline That Could
  • In Search of Value
  • The Search for Synergy in Service Management
  • A Mismatch Between Service Experience and Customer Preferences
  • Firstdirect: The Branchless Bank
  • Swimming Profitably Against the Tide at Southwest Airlines
  • Key Insights
  • Service as an Art Form
  • Staging the Service Drama
  • Service Delivery Systems
  • Why the Customer's Viewpoint Is Important
  • The Creation of Southwest Airlines
  • About the Actors ...
  • Who Defines Quality: You or the Customer?
  • Defining and Measuring Quality
  • A Short History of Quality
  • Why TQM Programs Fail
  • Understanding Service Quality
  • The Way Ahead
  • Absolutely, Positively: Systemic Quality at Federal Express
  • The Federal Express System
  • Backstage at the SuperHub
  • In Pursuit of Product Plus Management
  • Setting Goals for People-Service-Profits
  • An Appraisal
  • Process and Progress: Understanding the Customer Experience
  • What Type of Service Are You Offering?
  • Service as a Process
  • Distinctive Problems Faced by Different Service Categories
  • The Core Product as Foundation
  • Every Business Competes on Service
Dimensions
24 cm
Extent
xiv, 382 pages
Isbn
9780070387980
Lccn
93028217
Media category
unmediated
Media MARC source
rdamedia
Media type code
n
Other physical details
illustrations
System control number
  • (OCoLC)28507181
  • (OCoLC)ocm28507181

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