Competing in a Service Economy How to Create a Competitive Advantage Through Service Development and Innovation

Anders Gustafsson teaches service quality management at Karlstad University, Sweden. He is a research leader at the Service Research Center, working on topics such as technology readiness, user-driven service development, and customer orientation Michael D. Johnson is the D. Maynard Phelps Professor of Business Administration and professor of marketing at the University of Michigan Business School. He has been instrumental in the development of national satisfaction indices around the world. He teaches services marketing management in the Michigan MBA programJohnson, Michael D. is the author of 'Competing in a Service Economy How to Create a Competitive Advantage Through Service Development and Innovation', published 2003 under ISBN 9780787961565 and ISBN 0787961566.