Managing service as a strategic profit center /
Blumberg, Donald F.
Managing service as a strategic profit center / Donald F. Blumberg. - New York : McGraw-Hill, c1991. - vii, 232 p. : ill. ; 24 cm.
Includes bibliographical references
A strategic view of life 1
Identifying present and emerging market opportunities for service and support 33
Running service as a strategic line of business 57
Providing customers with what they want 77
Developing and planning the service organization
Marketing Service 120
Pricing service 130
Managing and controlling service
143
Using systems and technology to improve service operations and productivity 169
Summary: Emerging role of strategic service 193
Appendix A 204
Appendix B 211
Bibliography 226
Index 227
0070061890 :
9780070061897
Customer services--Management.
Strategic planning.
HF5415.5 / .B57
Managing service as a strategic profit center / Donald F. Blumberg. - New York : McGraw-Hill, c1991. - vii, 232 p. : ill. ; 24 cm.
Includes bibliographical references
A strategic view of life 1
Identifying present and emerging market opportunities for service and support 33
Running service as a strategic line of business 57
Providing customers with what they want 77
Developing and planning the service organization
Marketing Service 120
Pricing service 130
Managing and controlling service
143
Using systems and technology to improve service operations and productivity 169
Summary: Emerging role of strategic service 193
Appendix A 204
Appendix B 211
Bibliography 226
Index 227
0070061890 :
9780070061897
Customer services--Management.
Strategic planning.
HF5415.5 / .B57