Books by Michael D. (University of Michigan Business School) Johnson

A University of Michigan Business School Management Series book. Differentiating through service development stands to improve customer satisfaction and financial performance. This book will help executives and managers to think and plan strategically with respect to services, service development and service innovation.

In this title the authors offer a five-stage process that links the key elements of customer satisfaction measurement with market strategy and product development for business success. It shows managers how to develop a good relationship with their customers.