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: GOOD. Dust Jacket Condition: GOOD. USED Our feedback rating says it all: Great service and fast delivery! We've shipped four million items to happy customers, and have one MILLION unique items ready to ship today!. Bookseller Inventory # 6611924 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, 1993. A wonderful copy with some minor edgewear to the cover. Dust Jacket has some edgewear present. - , Hard Cover, Very Good / Very Good. Bookseller Inventory # 35B45A2101851BW Bookseller & Payment Information | More Books from this Seller |
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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. Book Condition: Good. Light shelving wear with minimal damage to cover and bindings. Pages show minor use. Guaranteed service and quick shipping. Bookseller Inventory # G0070387982I3N00 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: 2
Book Description: Mcgraw-Hill. Book Condition: Used - Good. Former Library book. Shows some signs of wear, and may have some markings on the inside. 100% Money Back Guarantee. Shipped to over one million happy customers. Your purchase benefits world literacy!. Bookseller Inventory # GRP8348552 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: 2
Book Description: Mcgraw-Hill. Book Condition: Used - Good. Former Library book. Shows some signs of wear, and may have some markings on the inside. 100% Money Back Guarantee. Shipped to over one million happy customers. Your purchase benefits world literacy!. Bookseller Inventory # GRP8348552 Bookseller & Payment Information | More Books from this Seller | Ask Bookseller a Question |
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| 6. |
Product Plus: How Product + Service = Competitive Advantage (ISBN: 0070387982 / 0-07-038798-2) Lovelock, Christopher Quantity Available: 1
Book Description: Mcgraw-Hill 1993, 1993. A wonderful copy with some minor edgewear to the cover. Dust Jacket has some edgewear present. - , Hard Cover, Very Good / Very Good. Bookseller Inventory # 35B45A2101851 Bookseller & Payment Information | More Books from this Seller |
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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: How Product + Service = Competitive Advantage (ISBN: 0070387982 / 0-07-038798-2) Lovelock, Christopher Quantity Available: 1
Book Description: Mcgraw-Hill. Book Condition: very good. 1993; Hardcover; No notes/hiliting; Good dustcover; Clean pages; No dog-ears; Strong binding; ; ISBN:0070387982; ; sku83727: Bookseller Inventory # 83727 Bookseller & Payment Information | More Books from this Seller | Ask Bookseller a Question |
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