9780070387980
Product Plus: How Product + Service = Competitive Advantage
Christopher Lovelock
ISBN 13: 9780070387980
Publisher: McGraw-Hill
Publication Date: 1993
Binding: Hardcover
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Based on an in-depth understanding of customer needs, the book's nucleus is its five-point "product plus" services: Information-how to transmit instructions and advice, take reservations, provide progress reports, and more; Hospitality-how to welcome customers with courteous greetings, comfortable waiting areas, readily available facilities, and more; Caretaking-how customers appreciate such extra touches as convenient parking, secure coatrooms, and personal care of their valuables; Exceptions-how companies can impress everyone with service for the handicapped, those with special dietary needs, and other "exceptional" customers; Payment-how to avoid the "one last chance to disappoint." With these principles in place, Lovelock illustrates how an organization can harness the power of modern technology to improve service quality. . .leverage employee skills. . .speed service delivery. . .reduce costs. . .and increase productivity. He goes behind the scenes of well-known service companies to see what makes them tick, details the best strategies of international companies, and flowcharts the customer's experience to see how buying decisions and product loyalty evolve.
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Product Plus: How Product + Service = Competitive Advantage (ISBN: 0070387982 / 0-07-038798-2) Lovelock, Christopher Quantity Available: 1
Book Description: Mcgraw-Hill, 1993. Hardcover. Book Condition: Very Good. Appearance of only slight previous use. Cover and binding show a little wear. All pages are undamaged with potentially only a few, small markings. Bookseller Inventory # G0070387982I4N00 Bookseller & Payment Information | More Books from this Seller | Ask Bookseller a Question |
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Product Plus: How Product + Service = Competitive Advantage (ISBN: 9780070387980) Lovelock, Christopher Quantity Available: 1
Book Description: Mcgraw-Hill, 1993. Book Condition: Good. N/A. Shows some signs of wear, and may have some markings on the inside. Bookseller Inventory # GRP11791420 Bookseller & Payment Information | More Books from this Seller | Ask Bookseller a Question |
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Product Plus: How Product + Service = Competitive Advantage (ISBN: 9780070387980) Lovelock, Christopher Quantity Available: 1
Book Description: Mcgraw-Hill, 1993. Book Condition: Very Good. N/A. Great condition for a used book! Minimal wear. Bookseller Inventory # GRP34753824 Bookseller & Payment Information | More Books from this Seller | Ask Bookseller a Question |
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Product Plus: How Product + Service = Competitive Advantage (ISBN: 9780070387980) Lovelock, Christopher Quantity Available: 1
Book Description: Mcgraw-Hill, 1993. Book Condition: Good. N/A. Shows some signs of wear, and may have some markings on the inside. Bookseller Inventory # GRP11791420 Bookseller & Payment Information | More Books from this Seller | Ask Bookseller a Question |
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| 5. |
Product Plus: How Product + Service = Competitive Advantage (ISBN: 9780070387980) Lovelock, Christopher Quantity Available: 1
Book Description: Mcgraw-Hill, 1993. Book Condition: Very Good. N/A. Great condition for a used book! Minimal wear. Bookseller Inventory # GRP34753824 Bookseller & Payment Information | More Books from this Seller | Ask Bookseller a Question |
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Product Plus: How Product + Service = Competitive Advantage (ISBN: 0070387982 / 0-07-038798-2) Lovelock, Christopher Quantity Available: 1
Book Description: McGraw-Hill, 1993. UNKNOWN. Standard used condition. Bookseller Inventory # 6205730BH208tol Bookseller & Payment Information | More Books from this Seller | Ask Bookseller a Question |
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Product Plus (ISBN: 9780070387980) Lovelock, Christopher Quantity Available: 1
Book Description: McGraw, 1994. Book Condition: Very Good. Very Good. Hard cover. This item is in Very Good condition: Attractive, but some wear; no longer fresh. Bookseller Inventory # SA0026039659 Bookseller & Payment Information | More Books from this Seller | Ask Bookseller a Question |
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Product Plus: How Product + Service = Competitive Advantage (ISBN: 0070387982 / 0-07-038798-2) Lovelock, Christopher Quantity Available: 1
Book Description: Mcgraw-Hill. Hardcover. Book Condition: Good. 0070387982 Used, in good condition. Book only. May have interior marginalia or previous owner's name. Bookseller Inventory # 0070387982 Bookseller & Payment Information | More Books from this Seller | Ask Bookseller a Question |
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Product Plus: How Product + Service = Competitive Advantage (ISBN: 0070387982 / 0-07-038798-2) Lovelock, Christopher Quantity Available: 1
Book Description: Mcgraw-Hill. Book Condition: Good. Ex-library, so some wear and barcode page may have been removed, but in good overall condition. Bookseller Inventory # Z1-H-011-00273 Bookseller & Payment Information | More Books from this Seller | Ask Bookseller a Question |
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Product Plus: Product + Service Equals Competitive Advantage (ISBN: 0070387982 / 0-07-038798-2) Lovelock, Christopher Quantity Available: 1
Book Description: McGraw-Hill Inc.,US, 1993. This book has hardback covers.Ex-library,With usual stamps and markings,In good all round condition.No dust jacket., 850grams, ISBN:0070387982. Bookseller Inventory # 3024575 Bookseller & Payment Information | More Books from this Seller | Ask Bookseller a Question |
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