Understanding the Nature of High-Tech Services -- What are services? -- Services as an output -- Service as a process: The three categories of services -- What are high-tech services? -- High-tech services: A definition -- High-tech services: A list -- The attributes of high-tech services -- The strategic trade-off in high-tech services -- The new rules of high-tech services -- The virtual value chain model -- The new economics of high-tech services -- Conclusion: The key success factors in high-tech services -- Placing Customers at the Center of High-Tech Services -- The customer relationship life cycle -- Identifying and understanding customers -- Understanding the high-tech services consumer -- Understanding high-tech services business customers -- Some specific purchasing criteria for high-tech services: the attitude toward innovation and risk -- Creating customer loyalty -- The impact of customer loyalty on profitability -- How to gain and retain a customer? -- Evaluating customer satisfaction -- Quality for High-Tech Services -- Quality process design and implementation -- The difference between the user's expectations and the specifications of the service -- The variance between the specifications of the service and the actual service delivery -- The gap between the service delivery and its perception by the customer -- The gap between customers' expectations of a service and their perception of the service provided -- Achieving quality of high-tech services for business customers
Bibliography
Includes bibliographical references
Notes
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