LEADER 04770nam 2200997 450 001 9910789306403321 005 20230125221851.0 010 $a1-60649-749-9 035 $a(CKB)3580000000001499 035 $a(CaPaEBR)ebrary10910528 035 $a(SSID)ssj0001548816 035 $a(PQKBManifestationID)16153593 035 $a(PQKBTitleCode)TC0001548816 035 $a(PQKBWorkID)14802720 035 $a(PQKB)11501729 035 $a(CaBNVSL)swl00403766 035 $a(Au-PeEL)EBL1753367 035 $a(CaPaEBR)ebr10910528 035 $a(CaONFJC)MIL824752 035 $a(CaSebORM)9781606497487 035 $a(MiAaPQ)EBC1753367 035 $a(OCoLC)888415295 035 $a(EXLCZ)993580000000001499 100 $a20140821d2014 fy 0 101 0 $aeng 135 $aurcnu|||||||| 181 $ctxt 182 $cc 183 $acr 200 10$aProfiting from services and solutions $ewhat product-centric firms need to know /$fValarie A. Zeithaml, Stephen W. Brown, Mary Jo Bitner, and Jim Salas 205 $aFirst edition. 210 1$aNew York, New York (222 East 46th Street, New York, NY 10017) :$cBusiness Expert Press,$d2014. 215 $a1 online resource (134 p.) 225 1 $aService systems and innovations in business and society collection,$x2326-2699 300 $aPart of: 2014 digital library. 311 $a1-60649-748-0 320 $aIncludes bibliographical references (pages 105-114) and index. 327 $aIntroduction: 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. 330 3 $aDesigned for executives in companies that manufacture or sell products, this book outlines the challenges of launching a service and solutions business within a product-oriented organization. The target audience-- manufacturers, industrial suppliers, technology firms, and other vendors of business goods--views services and solutions as a means to financial growth, reduced revenue volatility, greater differentiation from the competition, increased share of customer budget, and improved customer satisfaction, loyalty, and lock-in. The authors visualize the transition from products sold to services rendered and identify the challenges that leaders will face during the transformation. To overcome those challenges, the book shows leaders how to manage change in five areas: corporate structure; corporate culture; organizational metrics of performance, growth and investment; individual skills and talent development; and core competencies of collaboration and customization. 410 0$aService systems and innovations in business and society collection.$x2326-2699 410 0$a2014 digital library. 606 $aService industries 606 $aManufacturing industries 606 $aProduction management 606 $aNew products 610 $asolutions 610 $asolutions marketing 610 $aservitization 610 $aservice- oriented 610 $aservice transition 610 $aservice strategies 610 $aservice scorecard 610 $aservice marketing 610 $aservice leadership 610 $aservice innovation 610 $aservice infusion 610 $aservice design 610 $aservice continuum 610 $aservice-centered, 610 $aproduct-service systems 610 $aorganizational culture 610 $aintegrated solutions 610 $aintegrated product services 610 $agrowth through service 610 $acustomization 610 $acustomer centricity 610 $acollaboration 610 $aclassification of services 610 $achange management 610 $abusiness-to-business 615 0$aService industries. 615 0$aManufacturing industries. 615 0$aProduction management. 615 0$aNew products. 676 $a658.575 700 $aZeithaml$b Valarie A.$0105265 702 $aSalas$b Jim. 702 $aBitner$b Mary Jo. 702 $aBrown$b Stephen Walter$f1943-, 801 0$bMiAaPQ 801 1$bMiAaPQ 801 2$bMiAaPQ 906 $aBOOK 912 $a9910789306403321 996 $aProfiting from services and solutions$93831214 997 $aUNINA