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Smart services : competitive information strategies, solutions, and success stories for service businesses

Author: Deborah C Sawyer
Publisher: Medford, N.J. : Information Today, Inc., ©2002.
Edition/Format:   Print book : EnglishView all editions and formats
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Document Type: Book
All Authors / Contributors: Deborah C Sawyer
ISBN: 0910965560 9780910965569
OCLC Number: 48221471
Description: xii, 236 pages ; 23 cm
Contents: The Competitive Landscape --
Competitive Challenges for Service Businesses --
Defining the Service Business --
Foundations for Analysis --
How Services Competition Differs --
The Broad Spectrum of Competitive Forces --
Why Undertake CI in Services? --
Customer-Origin Competition --
The True Arena of Competition --
The Role of Prior Relationships --
Competition from Alternates and Substitutes --
Competing Against a Lack of Action --
Reluctance to Change as Competition --
The Do-It-Yourself Phenomenon --
Too Much Competition --
Bad Experiences --
The Need for Education --
Location as Perceptual Competition --
Market Cooperation --
Tackling Customer-Origin Competition --
A Matter of Influence --
Spotting Centers of Influence --
Decision by Committee --
Delegation as a Competitive Barrier --
Recognizing the Role of Gatekeepers --
Managing Multiple Influencers --
Tackling Influencer Competition --
When Uncle Sam Is a Competitor --
Undercutting the Private Sector --
Siphoning Off Opportunities --
More Than the Federal Government --
Hidden Competition --
A Question of Favoritism? --
Crossing Borders --
Indirect Competition --
Tackling Uncle Sam as a Competitor --
Traditional Competitors --
Providers Versus Competitors --
Full or Partial Competitors --
Issues of Visibility --
Imitators Versus Competitors --
Absentees and Exclusivities --
New Market Entrants --
When Foes Are Friends, Too --
Elements of Traditional Competition --
Tackling Traditional Competitors --
Competition Checklist --
An Inside Job.
Responsibility: Deborah C. Sawyer.
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