From Tin Soldiers to Russian Dolls: Creating Added Value Through Services - Hardcover

Vandermerwe, Sandra

Hardcover

ISBN 10: 0750609745 ISBN 13: 9780750609746

Publisher: Butterworth-Heinemann, 1993

Synopsis

Offering a mixture of "prescriptive and descriptive information," the author discusses the current revolution in management the transition from product-focused, hierarchical companies (the tin soldiers) to consumer-focused companies committed to the interconnected relationships of the commercial milieu (the Russian dolls). She examines why this transition is necessary, key concepts of the service ethos, and the shape of things to come, and includes data from 35 diverse international businesses. Annotation copyright Book News, Inc. Portland, Or.

About this title

Review

`This book aims to change your whole way of thinking about customers, markets and organizations. Be prepared for a fundamental mindshift on how to run your business in the coming century'. Philip Kotler
'it is hard to argue with the notion that a company out of touch with its customers is doomed' Roger Trapp, The Independent on Sunday
'the basic message seems to be that producers prosper by doing what customers want, rather than what suits themselves' Guy de Jonquieres, Financial Times 'Should be compulsory reading in business schools.' Paul Stonham
'This book should have a major impact on management thinking in the next decade.' Robert Johnston

Edition details

• Publisher: Butterworth-Heinemann
• Publication date: 1993
• ISBN 10: 0750609745
• ISBN 13: 9780750609746
• Binding: Hardcover
• Language: English
• Number of pages: 256