Product Plus: How Product + Service = Competitive Advantage
Product Plus: How Product + Service = Competitive Advantage
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产品加：产品服务如何=竞争优势
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发表时间：
1993
期刊：
影响因子：
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通讯作者：
C. Lovelock
中科院分区：
文献类型：
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作者：
C. Lovelock
在这本书中，Christopher Lovelock展示了组织是如何通过把客户放在第一位来持续盈利的，并提出了一个行之有效的战略，以建立一个以客户为王的满意度为中心的整个公司。基于对客户需求的深入了解，该书的核心是其五点“产品+”服务：信息——如何传递指令和建议、接受预订和提供进度报告；待客之道——如何用礼貌的问候、舒适的等候区和现成的设施来欢迎顾客；照料——顾客对便利的停车、安全的衣帽间和对贵重物品的个人照料等额外服务的欣赏程度；例外——公司如何通过为残疾人、有特殊饮食需求的人以及其他“特殊”顾客提供服务来打动每个人；还有付款——如何避免“最后一次让人失望的机会”。有了这些原则，洛夫洛克说明了一个组织如何利用现代技术的力量来提高服务质量；利用员工技能；加快提供服务；降低成本;提高生产力。他深入知名服务公司的幕后，了解它们的运作原理；详细介绍跨国公司的最佳战略；绘制客户体验流程图，了解购买决策和产品忠诚度是如何演变的。
In this text, Christopher Lovelock demonstrates how organizations consistently profit by putting customers first, and lays out a proven strategy for building an entire company around customer-is-king satisfaction. Based on an in-depth understanding of customer needs, the book's nucleus is its five-point "product plus" services: information - how to transmit instructions and advice, take reservations and provide progress reports; hospitality - how to welcome customers with courteous greetings, comfortable waiting areas and readily available facilities; caretaking - how customers appreciate such extra touches as convenient parking, secure coatrooms and personal care of their valuables; exceptions - how companies can impress everyone with service for the handicapped, those with special dietary needs, and other "exceptional" customers; and payment - how to avoid the "one last chance to disappoint". With these principles in place, Lovelock illustrates how an organization can harness the power of modern technology to improve service quality; leverage employee skills; speed service delivery; reduce costs; and increase productivity. He goes behind the scenes of well-known service companies to see what makes them tick, details the best strategies of international companies, and flowcharts the customer's experience to see how buying decisions and product loyalty evolve.