000			04740nam a2200865 i 4500
001			10910528
003			CaPaEBR
005			20241023114835.0
006			m eo d
007			cr cn |||m|||a
008			140821s2014 nyu foab 001 0 eng d
020			_a9781606497494 _qe-book
035			_a(OCoLC)888415295
035			_a(CaBNVSL)swl00403766
040			_aCaBNVSL _beng _erda _cCaBNVSL _dCaBNVSL
050		4	_aHF5415.153
100	1		_aZeithaml, Valarie A., _eauthor.
245	1	0	_aProfiting from services and solutions : _bwhat product-centric firms need to know / _cValarie A. Zeithaml, Stephen W. Brown, Mary Jo Bitner, and Jim Salas.
250			_aFirst edition.
264		1	_aNew York, New York (222 East 46th Street, New York, NY 10017) : _bBusiness Expert Press, _c[(c)2014.]
300			_a1 online resource (xiv, 116 pages)
336			_atext _btxt _2rdacontent
337			_acomputer _bc _2rdamedia
338			_aonline resource _bcr _2rdacarrier
347			_adata file _2rda
490	1		_aService systems and innovations in business and society collection, _x2326-2699
500			_aPart of: 2014 digital library.
504			_aIncludes bibliographical references (pages 105-114) and index.
505	0		_aIntroduction: transitioning from products to services and solutions -- _tThe service infusion continuum -- _tCompany configuration for services and solutions -- _tCapabilities: skills, training, and technology -- _tCustomization: balancing uniqueness with operational realities -- _tCollaboration with customers: engaging customers in service and solution design, development, and challenges to offering new services and solutions -- _tConclusion: cultivating a service and solution -- _tAppendix 1. Research approach, resources, and methodology -- _tAppendix 2. Company interview guide -- _tAbout the authors -- _tNotes -- _tReferences -- _tIndex.
506			_aAccess restricted to authorized users and institutions.
520	3		_aDesigned 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-inches 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.
530			_a2 _ub
530			_aAlso available in printing.
538			_aSystem requirements: Adobe Acrobat reader.
538			_aMode of access: World Wide Web.
588			_aTitle from PDF title page (viewed on August 21, 2014).
650		0	_aService industries.
650		0	_aManufacturing industries.
650		0	_aProduction management.
650		0	_aNew products.
653			_asolutions
653			_asolutions marketing
653			_aservitization
653			_aservice- oriented
653			_aservice transition
653			_aservice strategies
653			_aservice scorecard
653			_aservice marketing
653			_aservice leadership
653			_aservice innovation
653			_aservice infusion
653			_aservice design
653			_aservice continuum
653			_aservice-centered,
653			_aproduct-service systems
653			_aorganizational culture
653			_aintegrated solutions
653			_aintegrated product services
653			_agrowth through service
653			_acustomization
653			_acustomer centricity
653			_acollaboration
653			_aclassification of services
653			_achange management
653			_abusiness-to-business
655		0	_a[genre]
700	1		_aSalas, Jim., _eauthor.
700	1		_aBitner, Mary Jo., _eauthor.
700	1		_aBrown, Stephen Walter, _d1943-, _eauthor.
776	0	8	_iPrint version: _z9781606497487
830		0	_aService systems and innovations in business and society collection. _x2326-2699
830		0	_a2014 digital library.
856	4	0	_uhttps://go.openathens.net/redirector/ciu.edu?url=https://portal.igpublish.com/iglibrary/search/BEPB0000298.html
942			_2lcc _bCIU _cOB _eBEP _QOL _zBEP10910528
999			_c74164 _d74164
902			_c1 _dCynthia Snell