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

• Superior document: Service systems and innovations in business and society collection,
• VerfasserIn: Zeithaml, Valarie A.,; Salas, Jim.,; Bitner, Mary Jo.,; Brown, Stephen Walter, 1943-,
• TeilnehmendeR: Salas, Jim.,; Bitner, Mary Jo.,; Brown, Stephen Walter, 1943-,
• Place / Publishing House: New York, New York (222 East 46th Street, New York, NY 10017) : : Business Expert Press,, 2014.
• Year of Publication: 2014
• Edition: First edition.
• Language: English
• Series: Service systems and innovations in business and society collection.; 2014 digital library.
• Physical Description: 1 online resource (xiv, 116 pages)
• Notes: Part of: 2014 digital library.

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 g...

Table of 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.