000			01086cam a2200181 a 4500
999			_c753 _d753
020			_a0070061890 :
022			_a9780070061897
050	0	0	_aHF5415.5 _b.B57
100	1		_aBlumberg, Donald F.
245	1	0	_aManaging service as a strategic profit center / _cDonald F. Blumberg.
260			_aNew York : _bMcGraw-Hill, _cc1991.
300			_avii, 232 p. : _bill. ; _c24 cm.
500			_aIncludes bibliographical references
505			_aA 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
650		0	_aCustomer services _xManagement.
650		0	_aStrategic planning.
942			_cBK