Competing through services: Strategy and implementation : cases and text

by Sandra Vandermerwe

Combining cases with introductory material, this text addresses management situations across a range of industries, with regard to service industries. It looks at service processes, performance, profitability and people. Demonstrations of the unique aspects of value-added services are given, showing how contemporary strategies differ from traditional approaches. This casebook offers a practical framework for handling the multiplicity of issues in implementing strategies for services.

452 pages, Paperback

First published March 1, 1994