04770nam 2200997 450 991078930640332120230125221851.01-60649-749-9(CKB)3580000000001499(CaPaEBR)ebrary10910528(SSID)ssj0001548816(PQKBManifestationID)16153593(PQKBTitleCode)TC0001548816(PQKBWorkID)14802720(PQKB)11501729(CaBNVSL)swl00403766(Au-PeEL)EBL1753367(CaPaEBR)ebr10910528(CaONFJC)MIL824752(CaSebORM)9781606497487(MiAaPQ)EBC1753367(OCoLC)888415295(EXLCZ)99358000000000149920140821d2014 fy 0engurcnu||||||||txtccrProfiting from services and solutions what product-centric firms need to know /Valarie A. Zeithaml, Stephen W. Brown, Mary Jo Bitner, and Jim SalasFirst edition.New York, New York (222 East 46th Street, New York, NY 10017) :Business Expert Press,2014.1 online resource (134 p.) Service systems and innovations in business and society collection,2326-2699Part of: 2014 digital library.1-60649-748-0 Includes bibliographical references (pages 105-114) and index.Introduction: transitioning from products to services and solutions -- The service infusion continuum -- Company configuration for services and solutions -- Capabilities: skills, training, and technology -- Customization: balancing uniqueness with operational realities -- Collaboration with customers: engaging customers in service and solution design, development, and challenges to offering new services and solutions -- Conclusion: cultivating a service and solution -- Appendix 1. Research approach, resources, and methodology -- Appendix 2. Company interview guide -- About the authors -- Notes -- References -- Index.Designed for executives in companies that manufacture or sell products, this book outlines the challenges of launching a service and solutions business within a product-oriented organization. The target audience-- manufacturers, industrial suppliers, technology firms, and other vendors of business goods--views services and solutions as a means to financial growth, reduced revenue volatility, greater differentiation from the competition, increased share of customer budget, and improved customer satisfaction, loyalty, and lock-in. The authors visualize the transition from products sold to services rendered and identify the challenges that leaders will face during the transformation. To overcome those challenges, the book shows leaders how to manage change in five areas: corporate structure; corporate culture; organizational metrics of performance, growth and investment; individual skills and talent development; and core competencies of collaboration and customization.Service systems and innovations in business and society collection.2326-26992014 digital library.Service industriesManufacturing industriesProduction managementNew productssolutionssolutions marketingservitizationservice- orientedservice transitionservice strategiesservice scorecardservice marketingservice leadershipservice innovationservice infusionservice designservice continuumservice-centered,product-service systemsorganizational cultureintegrated solutionsintegrated product servicesgrowth through servicecustomizationcustomer centricitycollaborationclassification of serviceschange managementbusiness-to-businessService industries.Manufacturing industries.Production management.New products.658.575Zeithaml Valarie A.105265Salas Jim.Bitner Mary Jo.Brown Stephen Walter1943-,MiAaPQMiAaPQMiAaPQBOOK9910789306403321Profiting from services and solutions3831214UNINA