What Great Service Leaders Know and Do: Creating Breakthroughs in Service Firms

The service sector has grown to become 80% of the US economy, yet it's poised for a revolution in personalization, big data, and complexity. How can companies design a strategy to compete?

The service sector-any company not involved in the production of products-is now 80% of the US economy, and growing part of the world economy. Written by the three leading scholars of service sector management, this book seeks to provide a roadmap for the design and delivery of winning services for leaders...