Title
Profiting from services and solutions : what product-centric firms need to know / Valarie A. Zeithaml, Stephen W. Brown, Mary Jo Bitner, and Jim Salas.
Edition
First edition.
ISBN
9781606497487 paperback
9781606497494 (electronic bk.)
Published
New York, New York (222 East 46th Street, New York, NY 10017) : Business Expert Press, 2014.
Language
English
Description
1 online resource (xiv, 116 pages)
Call Number
HF5415.153 .Z456 2014
Dewey Decimal Classification
658.575
Summary
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.
Note
Part of: 2014 digital library.
Bibliography, etc. Note
Includes bibliographical references (pages 105-114) and index.
Access Note
Access limited to authorized users.
Source of Description
Title from PDF title page (viewed on August 21, 2014).
Series
Service systems and innovations in business and society collection. 2326-2699
2014 digital library.
Available in Other Form
Print version: 9781606497487
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.
