Competing through services: strategy and implementation ; cases and text
Gespeichert in:
| Format: | Buch |
|---|---|
| Sprache: | English |
| Veröffentlicht: |
New York u.a.
Prentice Hall
1994
|
| Ausgabe: | 1. publ. |
| Schriftenreihe: | The European casebook series in management
|
| Schlagworte: | |
| Online-Zugang: | Inhaltsverzeichnis |
| Beschreibung: | XXVIII, 452 S. Ill. |
| ISBN: | 0130971308 |
Internformat
MARC
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| 245 | 1 | 0 | |a Competing through services |b strategy and implementation ; cases and text |c Sandra Vandermerwe ... |
| 250 | |a 1. publ. | ||
| 264 | 1 | |a New York u.a. |b Prentice Hall |c 1994 | |
| 300 | |a XXVIII, 452 S. |b Ill. | ||
| 336 | |b txt |2 rdacontent | ||
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| 650 | 7 | |a Management |2 gtt | |
| 650 | 4 | |a Competition |v Case studies | |
| 650 | 4 | |a Competition, International |v Case studies | |
| 650 | 4 | |a Industrial management |v Case studies | |
| 650 | 4 | |a Service industries |v Case studies | |
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Datensatz im Suchindex
| _version_ | 1804124464216014848 |
|---|---|
| adam_text | CONTENTS
Foreword xi
Acknowledgements xvii
About the Authors x i x
List of Other Faculty Contributors x i
Introduction xxiii
Section 1: Why Services? Competing Through Services 1
to Meet Changing Customer Expectations
CASES:
Ciba Geigy Allcomm (A): Making Internal Services Market 5
Driven: Taking the Helm
Sandra Vandermerwe and Marika Taishoff
McDonald s: The Greening of the Golden Arches 20
Sandra Vandermerwe and Marika Taishoff
The Russian Foundation for Social and Health Assistance 37
(A): Society as Customer
Sandra Vandermerwe, Andre Vandermerwe and Marika Taishoff
Scandinavian Airlines System (SAS) Revisited (A): 49
Customer Relationships Through Services in the 80s
Sandra Vandermerv/e
Section 2: What Services? Differentiating Market Offerings 57
CASES:
SKF Bearings Series: Market Orientation Through Services 60
Restructuring the Before and After Market
Sandra Vandermerwe and Marika Taishoff
The Russian Foundation for Social and Health Assistance 72
(B): Society as Customer
Sandra Vandermerwe, Andre Vandermerwe, and Marika Taishoff
BPNutrition/HendrixVoedersB.V. (A): The Consultancy 84
Support System
Per Jenster, Juan Rada and Thomas Cummings
DuPont(A): Understanding the Customer s Activity Cycle 101
Sandra Vandermerwe and Marika Taishoff
Section 3: How? Building Service Delivery Systems 117
CASES:
Omega: Autumn 1988: Restructuring the Value Chain 120
Roger Schmenner
Federal Express: Business Logistics Services: Building 130
Long Term Strategic Alliances
Christopher Lovelock and Martin Bless
IBM Branch Office Irgendvoe, Austria: Selling Solutions 149
Per Jenster, Werner Ketelhohn and Bethann Kassman
Hewlett Packard: Distributing Services Through 166
Multichannels
Sandra Vandermerwe
Neste Chemicals, Polyolefins Group: Differentiating a 182
Commodity
Roger Schmenner
Section 4: By Wliom? Mobilizing People and Partners 195
for Service Deliver}/
CASES:
Ciba Geigy Allcomm (B): Making Internal Services Market 199
Driven: Setting Sail
Sandra Vandermerwe and Marika Taishoff
Contents ix
Crosse Whitewall: Cross Selling Professional Services* 212
Jacques Bouvard and Christopher Lovelock
Digital Equipment Corporation International: Competing 220
Through Cooperation
Per Jenster, Francis Bidault and Thomas Cummings
DuPont(B): AlliancesforTotal Gain 249
Sandra Vandermerwe and Marika Taishoff
Scandinavian Airlines System (SAS) Revisited (B): 259
Customer Relationships Through Services in the 90s
Sandra Vandermerwe
Section 5: Services Through What? Leveraging Information 269
Technology to Deliver Value
CASES:
Federal Express: Quality Improvement Program: 272
Creating Value and Building Barriers to Competition
Christopher Lovelock
Bay Bank Systems Inc.: Service Delivery Through IT 294
Christopher Lovelock
Singapore Airlines: UsingTechnologyforService 314
Excellence
Sandra Vandermerwe and Christopher Lovelock
BT: Telephone Account Management: Using Technology 339
to Build Enduring Relationships
Christopher Lovelock and Martin Bless
Section 6: Where? Delivering Services across Countries 159
CASES:
AirBP: Fixed Base Operations: Building a Global 362
Network
Christopher Lovelock
Peters Champlain: Competing for Global Accounts* 375
Christopher Lovelock
Wolf Fenner (A): Pan Europeanizing Service Quality* 384
Sandra Vandermerwe and Marika Taishoff
x Contents
Section 7: How Well? Defining Standards and Performance 405
for Services
CASES:
AT T: Focusing the Services Salesforce on Customers 408
Sandra Vandermerwe and Marika Taishoff
Davis, Miller Campbell: Evaluating Ongoing 423
Relationships*
Christopher Lovelock and Daniel Newman
Nokia Maillefer Cable Machinery: Pricing Know how 432
Services
Sandra Vandermerwe and Marika Taishoff
Wolf Fenner (B): Pan Europeanizing Service Quality* 447
Sandra Vandermerwe and Marika Taishoff
* The names of companies and principal characters in these cases have been disguised.
|
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| dewey-search | 658.5 |
| dewey-sort | 3658.5 |
| dewey-tens | 650 - Management and auxiliary services |
| discipline | Wirtschaftswissenschaften |
| edition | 1. publ. |
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| indexdate | 2024-07-09T17:46:05Z |
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| isbn | 0130971308 |
| language | English |
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| physical | XXVIII, 452 S. Ill. |
| publishDate | 1994 |
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| series2 | The European casebook series in management |
| spelling | Competing through services strategy and implementation ; cases and text Sandra Vandermerwe ... 1. publ. New York u.a. Prentice Hall 1994 XXVIII, 452 S. Ill. txt rdacontent n rdamedia nc rdacarrier The European casebook series in management Concurrentie gtt Diensten gtt Management gtt Competition Case studies Competition, International Case studies Industrial management Case studies Service industries Case studies Management (DE-588)4037278-9 gnd rswk-swf Dienstleistung (DE-588)4012178-1 gnd rswk-swf (DE-588)4522595-3 Fallstudiensammlung gnd-content Dienstleistung (DE-588)4012178-1 s Management (DE-588)4037278-9 s DE-604 Van der Merwe, Sandra Sonstige oth HBZ Datenaustausch application/pdf http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=006687477&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA Inhaltsverzeichnis |
| spellingShingle | Competing through services strategy and implementation ; cases and text Concurrentie gtt Diensten gtt Management gtt Competition Case studies Competition, International Case studies Industrial management Case studies Service industries Case studies Management (DE-588)4037278-9 gnd Dienstleistung (DE-588)4012178-1 gnd |
| subject_GND | (DE-588)4037278-9 (DE-588)4012178-1 (DE-588)4522595-3 |
| title | Competing through services strategy and implementation ; cases and text |
| title_auth | Competing through services strategy and implementation ; cases and text |
| title_exact_search | Competing through services strategy and implementation ; cases and text |
| title_full | Competing through services strategy and implementation ; cases and text Sandra Vandermerwe ... |
| title_fullStr | Competing through services strategy and implementation ; cases and text Sandra Vandermerwe ... |
| title_full_unstemmed | Competing through services strategy and implementation ; cases and text Sandra Vandermerwe ... |
| title_short | Competing through services |
| title_sort | competing through services strategy and implementation cases and text |
| title_sub | strategy and implementation ; cases and text |
| topic | Concurrentie gtt Diensten gtt Management gtt Competition Case studies Competition, International Case studies Industrial management Case studies Service industries Case studies Management (DE-588)4037278-9 gnd Dienstleistung (DE-588)4012178-1 gnd |
| topic_facet | Concurrentie Diensten Management Competition Case studies Competition, International Case studies Industrial management Case studies Service industries Case studies Dienstleistung Fallstudiensammlung |
| url | http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=006687477&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA |
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