Eric Viardot - Introduction to information-based high-tech services
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Introduction to information-based high-tech services
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Provides insights into the evolving role of service in high technology companies and shows managers how marketing performance can be improved by designing services that are in line with customer needs and expectations. The text provides analysis of the three critical success factors for high-technology service businesses and examines effective marketing strategies for both consumer and corporate markets. The aim of the text is that readers will discover how to understand the needs of high-technology customers; attract new clients and build customer loyalty; design and monitor top-quality services; organize and manage human resources for peak service performance; and develop effective competitive, pricing and distribution strategies.
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Introduction to Information-based High-tech Services Artech House Technology Management Library
author
:
Viardot, Eric.
publisher
:
Artech House, Inc.
isbn10 | asin
:
0890066477
print isbn13
:
9780890066478
ebook isbn13
:
9781580532211
language
:
English
subject
Computer technical support, High technology industries--Customer services.
publication date
:
1999
lcc
:
QA76.9.T43V53 1999eb
ddc
:
621.39/068/8
subject
:
Computer technical support, High technology industries--Customer services.
Page i
Introduction to Information-Based High-Tech Services
Page ii
For a listing of recent titles in the Artech House Technology Management and Professional Development Library, turn tomthe back of this book.
Page iii
Introduction to Information-Based High-Tech Services
Eric Viardot
Page iv
Library of Congress Cataloging-in-Publication Data Viardot, Eric. Introduction to information-based high-tech services / Eric Viardot. p. cm.(Artech House technology management library) Includes bibliographical reference and index. ISBN 0-89006-647-7 (alk. paper) 1. Computer technical support. 2. High technology industriesCustomer services. I. Title. II. Series. QA76.9.T43V53 1999 621.39'068'8dc21 99-30788 CIP
British Library Cataloguing in Publication Data Viardot, Eric Introduction to information-based high-tech services. (Artech House technology management library) 1. High technology services industriesManagement 2. Electronic information resourcesMarketing I. Title 338.4'7'621'39 ISBN 0-89006-647-7
Cover design by Lynda Fishbourne
1999 Artech House, Inc. 685 Canton Street Norwood MA 02062 All rights reserved
All rights reserved. Printed and bound in the United States of America. No part of this book may be reproduced or utilized in any form or by any means, electronic or mechanical, including photocopying, recording, or by any information storage and retrieval system, without permission in writing from the publisher.
All terms mentioned in this book that are known to be trademarks or service marks have been appropriately capitalized. Artech House cannot attest to the accuracy of this information. Use of a term in this book should not be regarded as affecting the validity of any trademark or service mark.
International Standard Book Number: 0-89006-647-7 Library of Congress Catalog Card Number: 99-30788 10 9 8 7 6 5 4 3 2 1
Page v
Contents
Acknowledgments
ix
Introduction
xi
References
xiv
1 Understanding the Nature of High-Tech Services
1
1.1 What Are Services?
2
1.1.1 Services As an Output
3
1.1.2 Service As a Process: The Three Categories of Services
7
1.2 What Are High-Tech Services?
9
1.2.1 High-Tech Services: A Definition
9
1.2.2 High-Tech Services: A List
10
1.2.3 The Attributes of High-Tech Services
13
1.2.4 The Strategic Trade-off in High-Tech Services
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