Competitive strategies for service organisations:
Saved in:
| Main Authors: | , |
|---|---|
| Format: | Book |
| Language: | English |
| Published: |
Basingstoke [u.a.]
Macmillan
1999
|
| Edition: | 1. publ. |
| Subjects: | |
| Online Access: | Inhaltsverzeichnis |
| Physical Description: | XXI, 327 S. graph. Darst. |
| ISBN: | 0333716809 0333716817 |
Staff View
MARC
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| 245 | 1 | 0 | |a Competitive strategies for service organisations |c Neil Botten and John McManus |
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| 264 | 1 | |a Basingstoke [u.a.] |b Macmillan |c 1999 | |
| 300 | |a XXI, 327 S. |b graph. Darst. | ||
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| 650 | 4 | |a Multinationales Unternehmen | |
| 650 | 4 | |a Airlines |x Management |v Case studies | |
| 650 | 4 | |a Information technology |x Economic aspects | |
| 650 | 4 | |a International business enterprises |x Management | |
| 650 | 4 | |a Service industries |x Management | |
| 650 | 4 | |a Strategic planning | |
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Record in the Search Index
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| adam_text | Contents
List of Figures xi
List of Tables xiii
Acknowledgements xv
Preface xvii
1 Key Themes in the Global Service Economy 1
INTRODUCTION 1
The evolution of the service economy 1
Economic development and the emergence of the
post industrial society 5
Moving to an invisible trade economy 6
GLOBALISATION AND THE SERVICE ECONOMY 8
The trio trading blocks 9
Competitive and economic threats 9
Global triggers and the new competitors 13
Succeeding in the global economy 17
Multinational service operations 19
The nature of the borderless world 20
Pull and push factors in cross border markets 21
Screening cross border opportunities 23
2 Defining Service Organisations 27
INTRODUCTION 27
Classifying service organisations 27
Defining service characteristics 30
Service design 34
KNOWING YOUR CUSTOMERS AND MARKETS 42
The marketing mix within services 47
The seven Ps ^
The nature of target marketing in services 57
Market analysis oo
3 The Development of Strategic Planning 71
INTRODUCTION 71
The classical approach 1
vii
Viii COMPETITIVE STRATEGIES FOR SERVICE ORGANISATIONS
The evolutionary school 85
The processual school 91
The systemic school 103
4 Strategic Management Models, Tools, and Techniques 107
INTRODUCTION 107
Descriptive models of strategic management 107
Strategic planning 109
The external environment 113
The internal environment 126
Value chain analysis 136
FINANCIAL RATIO ANALYSIS 140
Competitive analysis 145
Strategic mission, objectives, and structure 147
Analysis and allocation of strategic resources 155
Core competencies 159
5 The Application of Strategic Management 162
INTRODUCTION 162
Global business drivers 162
Value chains and a firm s strategic core 164
Porter s generic competitive strategies 166
Beyond Michael Porter 172
STRATEGIC VISION 176
Inventing a strategy 176
The role of leadership in strategy formulation 180
Strategy formulation 182
Strategy implementation 188
Measuring strategic success 193
6 Future Trends in Strategic Management 201
INTRODUCTION 201
The role of IT in business 202
Technology and systems planning 210
Technological alliances 213
Linking IT with the corporate strategy 215
THE EVOLUTION OF CHANGE 218
The changing shape of organisations 218
The changing shape of external relations 233
The changing shape of the market 236
The changing shape of Europe 250
CONTENTS ix
7 The Case Material 252
CASE STUDY 1: COMPETITIVE STRATEGIES IN THE
WORLD AIRLINE INDUSTRY 254
The case study 254
Introduction 254
Industry trends and competitive challenges 255
Competitive strategies 257
Competitive positioning strategies 258
Marketing/customer orientated strategies 259
Cost control 260
Case 1: Air France 260
Case 2: British Airways (BA) 263
Case 3: Delta 265
Case4: Singapore Airlines (SIA) 268
Conclusion 270
CASE STUDY 2: BAA PLC 274
Introduction 274
Regulation 279
Airport management 281
Retail management 286
Property management 290
International operations 293
Notes 297
Person Index 312
Topic Index 317
Figures
1.1 The business cycle 11
1.2 External and internal triggers 14
1.3 A summary model of environmental variables 16
1.4 Success factors in global competition 18
2.1 Scale of service tangibility 28
2.2 Understanding the nature of the service act 28
2.3 The extended gaps model 38
2.4 Activities within the service life cycle 49
2.5 Price elasticity and inelasticity 51
2.6 Determinants of market opportunity 60
3.1 Outline strategic planning process 75
3.2 A shareholder s performance risk profile 77
3.3 Measurement of synergy for product market
opportunities 78
3.4 Ansoff s matrix 79
3.5 Industry value system 82
3.6 Mathur s polar generic strategies 83
3.7 Mathur s support modes 83
3.8 Mathur s merchandise modes 83
3.9 Mathur s generic strategies 83
4.1 Decision schematic in strategy formulation 111
4.2 Strategic management model 112
4.3 Framework for analysing external and internal
environments 11 *
4.4 Forces driving industry competition 121
4.5 Portfolio matrix 131
4.6 Nine cell matrix 132
4.7 Porter s value chain 133
4.8 Chandler s strategy structure relationship 155
4.9 Resource allocation process 157
4.10 The Dupont analysis 161
vi
Xii COMPETITIVE STRATEGIES FOR SERVICE ORGANISATIONS
5.1 Generic competitive strategies 166
5.2 Strategic groups in the PC industry 170
5.3 The network organisation 180
5.4 The Ansoff family of plans 186
5.5 Understanding strategic change 193
6.1 Software architecture at BCP 207
6.2 The main challenges of technology and
systems planning 211
6.3 Camillus and Lederer s IT framework 216
6.4 Wiseman s strategic options generator 217
7.1 A Competitive challenges and strategies in the
world airline industry 272
7.2A Competitive strategies of four leading
international carriers: summary 273
Tables
1.1 Breakdown of economic activities 6
1.2 Major elements of consumption 7
1.3 Selected industrialised nations people employed
in service jobs 7
1.4 Comparison of trio trading blocks 8
1.5 Summary of key pull and push factors 22
1.6 Summary of market PEST considerations 25
2.1 Customisation and judgement in service delivery 30
2.2 Ten service attributes 35
2.3 Characteristics of purchasing situation 46
2.4 Internal and external influences on pricing strategy 52
2.5 Methods of market segmentation 61
2.6 Key segmentation criteria used in EC countries for
direct marketing 62
2.7 Aspects of competitor analysis 69
2.8 Information credibility gap 70
3.1 Principal decision classes in the firm 73
4.1 Key generic environmental factors 115
4.2 Steps in developing scenarios 119
4.3 Factors affecting competitive advantage in the
year 2000 126
4.4 The seven Ss framework I27
4.5 Summary of value chain activities 135
4.6 Sources of competitive information 146
4.7 Taxonomy of organisational structures 153
4.8 Global managers tool kit 158
5.1 Miles and Snow: defender, prospector, and
analyser model
5.2 Summary of the five approaches to strategy
implementation
wlil
Xiv COMPETITIVE STRATEGIES FOR SERVICE ORGANISATIONS
5.3 Traditional performance measures 195
5.4 Britain s top companies 196
6.1 The evolution of IT 205
6.2 Some predictions in banking services 208
7.1 A The ten largest international airlines by revenue in 1991 271
7.IB Passenger destinations 1995/96 275
7.2B BAA performance statistics 275
7.3B Revenue, profit, and net assets, 1996 276
7.4B Revenue by source 276
7.5B World rankings 278
|
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| spelling | Botten, Neil Verfasser aut Competitive strategies for service organisations Neil Botten and John McManus 1. publ. Basingstoke [u.a.] Macmillan 1999 XXI, 327 S. graph. Darst. txt rdacontent n rdamedia nc rdacarrier Bedrijven gtt Commerciële dienstverlening gtt Strategisch management gtt Multinationales Unternehmen Airlines Management Case studies Information technology Economic aspects International business enterprises Management Service industries Management Strategic planning Strategisches Management (DE-588)4124261-0 gnd rswk-swf Dienstleistungsbetrieb (DE-588)4012181-1 gnd rswk-swf (DE-588)4522595-3 Fallstudiensammlung gnd-content Strategisches Management (DE-588)4124261-0 s Dienstleistungsbetrieb (DE-588)4012181-1 s DE-604 McManus, John Verfasser aut HBZ Datenaustausch application/pdf http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=008305538&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA Inhaltsverzeichnis |
| spellingShingle | Botten, Neil McManus, John Competitive strategies for service organisations Bedrijven gtt Commerciële dienstverlening gtt Strategisch management gtt Multinationales Unternehmen Airlines Management Case studies Information technology Economic aspects International business enterprises Management Service industries Management Strategic planning Strategisches Management (DE-588)4124261-0 gnd Dienstleistungsbetrieb (DE-588)4012181-1 gnd |
| subject_GND | (DE-588)4124261-0 (DE-588)4012181-1 (DE-588)4522595-3 |
| title | Competitive strategies for service organisations |
| title_auth | Competitive strategies for service organisations |
| title_exact_search | Competitive strategies for service organisations |
| title_full | Competitive strategies for service organisations Neil Botten and John McManus |
| title_fullStr | Competitive strategies for service organisations Neil Botten and John McManus |
| title_full_unstemmed | Competitive strategies for service organisations Neil Botten and John McManus |
| title_short | Competitive strategies for service organisations |
| title_sort | competitive strategies for service organisations |
| topic | Bedrijven gtt Commerciële dienstverlening gtt Strategisch management gtt Multinationales Unternehmen Airlines Management Case studies Information technology Economic aspects International business enterprises Management Service industries Management Strategic planning Strategisches Management (DE-588)4124261-0 gnd Dienstleistungsbetrieb (DE-588)4012181-1 gnd |
| topic_facet | Bedrijven Commerciële dienstverlening Strategisch management Multinationales Unternehmen Airlines Management Case studies Information technology Economic aspects International business enterprises Management Service industries Management Strategic planning Strategisches Management Dienstleistungsbetrieb Fallstudiensammlung |
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