Management stratégique des services: Du diagnostic à la mise en oeuvre d'une stratégie de service

Eric Vogler
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Eric Vogler: EM - EMLyon Business School

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Abstract: Manuel de stratégie, ce livre explique les principaux concepts du management des services et présente des outils simples et efficaces pour un diagnostic complet d'entreprise ou d'agence de services. Riche de nombreux exemples, il fournit au lecteur les plus récents résultats de recherche dans les domaines des services et de la stratégie, les nécessaires adaptations aux services de la démarche stratégique classique et un ensemble d'outils d'analyse stratégique utilisables au niveau local du centre de profit.This book, that is also a strategy manual, explains the main services management concepts and presents simple and efficient tools to make a complete services firm (or agency) diagnosis. Many examples are used as well as the most recent research results in the service and strategy fields, the necessary strategy approach adaptations to services, and a complete set of strategic tools analysis that can be applied on a local level.

Date: 2004-09-01
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Published in Dunod, pp.XII-231 P., 2004, 2-10-008120-9

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Persistent link: https://EconPapers.repec.org/RePEc:hal:journl:hal-02298049

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