Manufacturers and other goods-dominant companies are eager, yet struggling, to broaden their offerings by growing monetized services supporting customers. The literature and managerial best practices currently provide limited direction in this burgeoning and challenging area for growth. The overall goal of this book is to delineate the meaning and subsequent execution of 'service infusion,' which we define as the development and offering of services in goods-dominant firms as a growth or profit strategy. We develop a framework called The Service Infusion Continuum that identifies and explains what this growth entails, looks at the key factors that must be transformed and discusses their relationships. The research that underpins the book addresses the overall question: How does The Service Infusion Continuum provide a framework that can guide management, marketing, sales and other related organizational changes needed for goods-dominant companies to successfully grow services and solutions? We focus on business-to-business services that primarily support customers rather than entitlement and other relatively less complex services that support products. We review relevant literature, then share results from depth interviews in five Fortune 100 companies, and finally point to new directions and insights for managers.

About the Author

Valarie A. Zeithaml was one of the co-authors of Delivering Quality Service, the 1990 business book that introduced the Gaps Model of Service Quality and SERVQUAL, a multi-dimensional scale for assessing customer perceptions of service quality. Stephen W. Brown co-authored the lead article in a 2005 issue of the Journal of Service Research on forming successful services in product-dominant firms. Mary Jo Bitner has written extensively on service marketing and management topics including satisfaction with services, customer-employee interactions, service blueprinting, and service infusion. Jim Salas is a doctoral student at the W.P. Carey School of Business, Arizona State University.

"About this title" may belong to another edition of this title.

Store Description

Account dedicated to Print on Demand titles. Brook Bookstore offers a wide selection of books with a continuously updated catalog and fast shipments all over the world. We hold distribution rights with all of the publishers we promote and are in continuous search of new interesting titles to propose to our customers. We are part of Brandon Group SRL (an Italian company) and all of the orders are shipped from Europe. Depending on availability orders will be picked from our different warehouses. CONTACT US If you have any questions please do not hesitate to contact us sending a message to our store. We have a well prepared customer service team who will be happy to assist you. Our working hours are from Monday to Friday from 9:30 to 18:30 (CET, UTC +1) so messages received during the weekends might be responded with a slight delay but we guarantee you will get back to you as soon as possible. RETURNS If you want to return your order, please submit your request through Abebooks platform. Returns requests are managed case by case by our team and always in line with Abebooks policies: AbeBooks? Return Policy guarantees that you can return any book for a refund within 30 days, when the return is due to an error on the bookseller?s part. When the motive of the return is not due to an error of the seller it is up to Brook Bookstore to accept the return or else after studying the case. CANCELLATION You can send a cancellation request to our customer service team while the package has not yet been shipped. After that we cannot ensure we can retrieve the parcel but we suggest you to get in touch with us in order to verify the case. INVOICE You can request the invoice to be issued together with the shipment of the order or, at the latest, in the same month of the shipment.

Visit Seller's Storefront

Seller's business information

Brandon Group S.R.L.
Via Vannella Gaetani 27, Brandon Group, Napoli, NA, 80121, Italy

Sale & Shipping Terms

Terms of Sale

Account dedicated to Print on Demand titles.

CANCELLATION
You can send a cancellation request from the order page while the package has not yet been shipped. After that we cannot ensure we can retrieve the parcel but we suggest you to get in touch with us in order to verify the case.

INVOICE
You can request the invoice to be issued together with the shipment of the order or, at the latest, in the same month of the shipment.

RETURNS
If you want to return your order, please contact us for authoriz...

More Information

Shipping Terms

Shipping rates from Italy to U.S.A.

Shipping rates from Italy to U.S.A.
Order quantity	25 to 40 business days	60 to 60 business days
First item	US$ 4.65	US$ 593.87

Delivery times are set by sellers and vary by carrier and location. Orders passing through Customs may face delays and buyers are responsible for any associated duties or fees. Sellers may contact you regarding additional charges to cover any increased costs to ship your items.