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Profiting from services and solutions : what product-centric firms need to know / / Valarie A. Zeithaml, Stephen W. Brown, Mary Jo Bitner, and Jim Salas



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Autore: Zeithaml Valarie A. Visualizza persona
Titolo: Profiting from services and solutions : what product-centric firms need to know / / Valarie A. Zeithaml, Stephen W. Brown, Mary Jo Bitner, and Jim Salas Visualizza cluster
Pubblicazione: New York, New York (222 East 46th Street, New York, NY 10017) : , : Business Expert Press, , 2014
Edizione: First edition.
Descrizione fisica: 1 online resource (134 p.)
Disciplina: 658.575
Soggetto topico: Service industries
Manufacturing industries
Production management
New products
Soggetto genere / forma: Electronic books.
Soggetto non controllato: solutions
solutions marketing
servitization
service- oriented
service transition
service strategies
service scorecard
service marketing
service leadership
service innovation
service infusion
service design
service continuum
service-centered
product-service systems
organizational culture
integrated solutions
integrated product services
growth through service
customization
customer centricity
collaboration
classification of services
change management
business-to-business
Persona (resp. second.): SalasJim
BitnerMary Jo.
BrownStephen Walter <1943-, >
Note generali: Part of: 2014 digital library.
Nota di bibliografia: Includes bibliographical references (pages 105-114) and index.
Nota di contenuto: 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.
Sommario/riassunto: 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.
Titolo autorizzato: Profiting from services and solutions  Visualizza cluster
ISBN: 1-60649-749-9
Formato: Materiale a stampa
Livello bibliografico Monografia
Lingua di pubblicazione: Inglese
Record Nr.: 9910464297003321
Lo trovi qui: Univ. Federico II
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Serie: Service systems and innovations in business and society collection. . 2326-2699 2014 digital library.