9 service-management chapter-tools

 

Titans of Service presents service management tools in 9 chapters:

 

1. Evolution of Services

2. Service Quality

3. Relationship Marketing

4. Internal Branding

5. Service Design

6. Service Experiences

7. Service Innovations

8. Service as Business Logic

9. B2B Services

​

20 mini-cases of service champions

Singapore Airlines, Finnair, Spotify, Disney, Google, Whole Foods, Supercell, DBS banking, Khan Academy, Shangri-La, Restaurant Day, Airbnb, Skype, BBC News smartphone app, Norwegian, Volvo Trucks, Tinder, Hershey's chocolate, Intel, Kone

​

14 interviewed experts

14 leading service and growth expert insights from Finland, Sweden, Singapore and USA

4 real life business cases

4 corporate cases on service leadership:

 

1. Case Wärtsilä: Developing propositions for strategic growth

 

2. Case Fonecta: Engaging with consumers on a real-time basis

 

3. Case Konecranes: Service innovations as components of strategic vision

 

4. Case Digita: Forerunner of Finnish digital competencies