HESKETT J.L., Managing in the service economy. Harvard Business Press, 1986
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CONTENTS
Chapter 1 – A strategic service vision: basic elements
Chapter 2 – A strategic service vision: integrative elements
Chapter 3 – Positioning in competitive service strategies
Chapter 4 – The service concept: product line development
Chapter 5 – Operating strategy: productivity
Chapter 6 – Operating strategy: barriers to entry[/one_half_last]
Chapter 7 – People and the service culture
Chapter 8 – The multinational development of service industries
Chapter 9 – Services in the future
Chapter 10 – Concluding remarks
Appendix
Appendix A: Indexes of the Growth and importance of the service sector
Appendix B: The economic and social impact of the service factor
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