Profiting From Services and Solutions: What Product-Centric Firms Need to Know (Service Systems and Innovations in Business and Society) by Valarie A. Zeithaml, Stephen W. Brown
Profiting From Services and Solutions: What Product-Centric Firms Need to Know (Service Systems and Innovations in Business and Society) by Valarie A. Zeithaml, Stephen W. Brown PDF, ePub eBook D0wnl0ad
Designed for executives of companies that manufacture or sellproducts and students in an MBA program, this book outlines
the challenges of launching a service and solutions business
within a product-oriented organization. You might view 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; but the authors visualize the
transition from products sold to services rendered and identify
the challenges that leaders will face during the transformation.
Inside, the authors provide a framework—the service infusion
continuum—to describe the different types of services
and solutions that a product-rich company can offer beyond
warranties, call centers, and websites that support customers
in their use of products.
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