Summary
Contents
Subject index
The Handbook is organized in six major sections: The service setting, demand management, service excellence and profitability, service recovery, service relationships, and firm-wide service issues. A unique structural feature of the Handbook is the inclusion of both in-depth chapters as well as shorter, more focused ‘mini’ chapters. This variation enables the book to provide broader coverage through the inclusion of more topics.
Smart Services: Competitive Advantage Through Information-Intensive Strategies
Smart Services: Competitive Advantage Through Information-Intensive Strategies
It is now quite clear that the long-awaited, but often postponed, “information age” is now a reality. Among the most profound implications of the information revolution for business is the emergence of smart markets, that is, markets defined by frequent turnover in the general stock of knowledge or information embodied in products or services and possessed by competitors and consumers. In contrast to traditional “dumb” markets, which are static, fixed, and basically information poor, smart markets are dynamic, turbulent, and information rich. Smart markets are based on
- “smart products,” on one hand, products and services that have intelligence or computational ability built into them (an obvious example being microprocessors), but, more generally ...
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