Profiting From Services and Solutions: What Product-Centric Firms Need to Know

Designed for executives of companies that manufacture or sell products and students in an MBA program, this book outlines the challenges of launching a service and solutions business within a product-oriented organization. You might view 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; but the authors visualize the transition from products sold to services rendered and identify the challenges that leaders will face during the transformation. Inside, the authors provide a framework-the service infusion continuum-to describe the different types of services and solutions that a product-rich company can offer beyond warranties, call centers, and websites that support customers in their use of products.

Author: Valarie a. Zeithaml, Stephen W. Brown
Publisher: Business Expert Press
Published: 08/15/2014
Pages: 132
Binding Type: Paperback
Weight: 0.42lbs
Size: 9.00h x 6.00w x 0.29d
ISBN13: 9781606497487
ISBN10: 1606497480
BISAC Categories:
- Business & Economics | Industries | Service
- Business & Economics | Development | Business Development

About the Author
Valarie A. Zeithaml is the David S. Van Pelt Family Distinguished Professor of Marketing and an award-winning teacher and researcher at the Kenan-Flagler Business School at the University of North Carolina.