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

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9780750618816: From Tin Soldiers to Russian Dolls: Creating Added Value Through Services

From Tin Soldiers to Russian Dollws examines the key strategic question of the 1990s - how will companies gain market dominance now that the emphasis has shifted from products to customer service? It examines what is happening to corporate strategy and attitudes. At the same time the author suggests what manufacturers and service companies can do to adapt their structures, skills and strategies thereby adding value through services.
Sandra Vandermerwe is based at the International Institute for Management Development, Lausanne, Switzerland.
She is well known for her work in the field of service marketing, as she is a prolific contributor to international journals. - The Director, June 1993

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`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

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SANDRA VANDERMERWE
Published by Butterworth-Heinemann (1995)
ISBN 10: 0750618817 ISBN 13: 9780750618816
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VANDERMERWE, SANDRA
Published by Butterworth-Heinemann (1995)
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Book Description Butterworth-Heinemann, 1995. Paperback. Book Condition: New. book. Bookseller Inventory # 0750618817

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