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 customer...

Ausführliche Beschreibung

Bibliographische Detailangaben

Hauptverfasser:	Zeithaml, Valarie A. (VerfasserIn), Salas, Jim (VerfasserIn), Bitner, Mary Jo (VerfasserIn), Brown, Stephen Walter 1943- (VerfasserIn)
Format:	Elektronisch E-Book
Sprache:	English
Veröffentlicht:	New York, New York (222 East 46th Street, New York, NY 10017) Business Expert Press 2014
Ausgabe:	First edition
Schriftenreihe:	Service systems and innovations in business and society collection
Schlagworte:	Service industries Manufacturing industries Production management New products
Online-Zugang:	FHN01 FWS01 FWS02 UBY01 Volltext
Zusammenfassung:	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 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
Beschreibung:	Part of: 2014 digital library Includes bibliographical references (pages 105-114) and index
Beschreibung:	Online-Ressource (xiv, 116 pages)
ISBN:	9781606497487 9781606497494