Profiting from services and solutions : what product-centric firms need to know / Valarie A. Zeithaml, Stephen W. Brown, Mary Jo Bitner, and Jim Salas.

Format:

Book

Author/Creator:

Zeithaml, Valarie A., author.

Salas, Jim., author.

Bitner, Mary Jo., author.

Brown, Stephen Walter, 1943- author.

Series:

Service systems and innovations in business and society collection. 2326-2699

2014 digital library.

Service systems and innovations in business and society collection, 2326-2699

Language:

English

Subjects (All):

Service industries.

Manufacturing industries.

Production management.

New products.

Physical Description:

1 online resource (134 p.)

Edition:

First edition.

Place of Publication:

New York, New York (222 East 46th Street, New York, NY 10017) : Business Expert Press, 2014.

Language Note:

English

Summary:

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.

Contents:

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.

Notes:

Part of: 2014 digital library.

Includes bibliographical references (pages 105-114) and index.

Title from PDF title page (viewed on August 21, 2014).

ISBN:

1-60649-749-9

OCLC:

888415295