Integrating service strategy in the manufacturing company:
Gespeichert in:
| Hauptverfasser: | , |
|---|---|
| Format: | Buch |
| Sprache: | English |
| Veröffentlicht: |
London u.a.
Chapman & Hall
1993
|
| Ausgabe: | 1. ed. |
| Schlagworte: | |
| Online-Zugang: | Inhaltsverzeichnis |
| Beschreibung: | VIII, 237 S. graph. Darst. |
| ISBN: | 0412467801 |
Internformat
MARC
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| 245 | 1 | 0 | |a Integrating service strategy in the manufacturing company |c Hervé Mathe ; Roy D. Shapiro |
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| 264 | 1 | |a London u.a. |b Chapman & Hall |c 1993 | |
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Datensatz im Suchindex
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|---|---|
| adam_text | Contents
Preface vii
Acknowledgements ix
Part One Conceptual Foundations 1
1 Introduction 3
Basics: the three product attributes 4
Practice 5
Integration and differentiation 7
Contents 7
References 8
2 Designing service into the product 9
Introduction 9
Service in the manufacturing firm: current practice 10
The service mix model 24
Summary 32
References 33
3 Service and competitive intensity 35
Introduction 35
Evaluating the economic challenges 36
Service as a determining factor in competitive intensity 45
Summary 55
References 57
4 Service and strategic direction 59
Introduction 59
Formulating service mix strategy 60
Leverage: matching the service mix to competitive priorities 74
VI Contents
Risks associated with generic service mix strategies 81
Summary 84
References 85
Part Two Implementing the Service Vision 87
5 Planning and information systems for service delivery 89
Introduction 89
Service planning objectives and information system requirements 90
Service mix to integrate planning 104
Summary 116
References 117
6 Organizing for service 120
Introduction 120
Identifying organizational alternatives 121
Service mix architecture: an integrative device 133
Summary 147
References 149
7 Auditing service performance 151
Introduction 151
Identification of service performance criteria and tools for auditing
performance 152
Development of the service mix check list 164
Summary 174
References 177
8 Summary and conclusions 179
Summary 179
Conclusions 181
Suggested areas for further research 182
Appendix: The service mix applied a case study 184
A service crisis: a case study 185
Restructuring the after sales service division 207
Replacement parts logistics function and responsibility 214
Operational dynamics 218
Summary 221
Acknowledgements 226
References 226
Further reading 227
Index 231
|
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| illustrated | Illustrated |
| indexdate | 2024-07-09T17:47:53Z |
| institution | BVB |
| isbn | 0412467801 |
| language | English |
| oai_aleph_id | oai:aleph.bib-bvb.de:BVB01-006761872 |
| oclc_num | 27106508 |
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| physical | VIII, 237 S. graph. Darst. |
| publishDate | 1993 |
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| publishDateSort | 1993 |
| publisher | Chapman & Hall |
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| spelling | Mathe, Hervé Verfasser aut Integrating service strategy in the manufacturing company Hervé Mathe ; Roy D. Shapiro 1. ed. London u.a. Chapman & Hall 1993 VIII, 237 S. graph. Darst. txt rdacontent n rdamedia nc rdacarrier Consumentengedrag gtt Klantenservice gtt Productieplanning gtt Productontwikkeling gtt Qualité des services Service consommateurs Services ram Service industries Management Dienstleistungsbetrieb (DE-588)4012181-1 gnd rswk-swf Management (DE-588)4037278-9 gnd rswk-swf Dienstleistungsbetrieb (DE-588)4012181-1 s Management (DE-588)4037278-9 s DE-604 Shapiro, Roy D. Verfasser aut HBZ Datenaustausch application/pdf http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=006761872&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA Inhaltsverzeichnis |
| spellingShingle | Mathe, Hervé Shapiro, Roy D. Integrating service strategy in the manufacturing company Consumentengedrag gtt Klantenservice gtt Productieplanning gtt Productontwikkeling gtt Qualité des services Service consommateurs Services ram Service industries Management Dienstleistungsbetrieb (DE-588)4012181-1 gnd Management (DE-588)4037278-9 gnd |
| subject_GND | (DE-588)4012181-1 (DE-588)4037278-9 |
| title | Integrating service strategy in the manufacturing company |
| title_auth | Integrating service strategy in the manufacturing company |
| title_exact_search | Integrating service strategy in the manufacturing company |
| title_full | Integrating service strategy in the manufacturing company Hervé Mathe ; Roy D. Shapiro |
| title_fullStr | Integrating service strategy in the manufacturing company Hervé Mathe ; Roy D. Shapiro |
| title_full_unstemmed | Integrating service strategy in the manufacturing company Hervé Mathe ; Roy D. Shapiro |
| title_short | Integrating service strategy in the manufacturing company |
| title_sort | integrating service strategy in the manufacturing company |
| topic | Consumentengedrag gtt Klantenservice gtt Productieplanning gtt Productontwikkeling gtt Qualité des services Service consommateurs Services ram Service industries Management Dienstleistungsbetrieb (DE-588)4012181-1 gnd Management (DE-588)4037278-9 gnd |
| topic_facet | Consumentengedrag Klantenservice Productieplanning Productontwikkeling Qualité des services Service consommateurs Services Service industries Management Dienstleistungsbetrieb Management |
| url | http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=006761872&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA |
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