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book
BookPrinted Material
Author Gustafsson, Anders, 1964-

Title Competing in a service economy : how to create a competitive advantage through service development and innovation / Anders Gustafsson, Michael D. Johnson.

Publication Info. San Francisco : Jossey-Bass, [2003]
©2003
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Publisher description

Item Status

Location Call No. Status OPAC Message Public Note Gift Note
 Moore Stacks  HF5415.5 .G87 2003    Available  ---
Edition 1st ed.
Description xv, 190 pages : illustrations ; 24 cm.
Series University of Michigan Business School management series
University of Michigan Business School management series.
Bibliography Includes bibliographical references (pages 173-181) and index.
Contents 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.
Subject Customer services -- Management.
Customer services -- Management.
Service industries -- Technological innovations -- Management.
Service industries -- Technological innovations -- Management.
Service industries.
Competition.
Competition.
Added Author Johnson, Michael D. (Michael David)
ISBN 0787961566 alkaline paper

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