Competitive Strategies for Service Organizations

by Botten, Neil; McManus, John

• ISBN13: 9781557531742
• ISBN10: 1557531749
• Format: Hardcover
• Copyright: 1999-05-01
• Publisher: Purdue Univ Pr

Summary

Business analysts are in agreement that our future economy, if not our present one, will be dominated by global business and a service economy. The existing literature, however, fails to explain the influence and application of the principles of strategic

Author Biography

Neil Botten is currently Principal Lecturer in Strategic Management, Director of part-time MBA programmes and Director of the Strategic Change Research Group at the University of Westminster.

Table of Contents

List of Figures	xi
List of Tables	xiii
Acknowledgements	xv
Preface	xvii
Key Themes in the Global Service Economy	1	(26)
Introduction	1	(7)
The evolution of the service economy	1	(4)
Economic development and the emergence of the post-industrial society	5	(1)
Moving to an invisible trade economy	6	(2)
Globalisation and the Service Economy	8	(19)
The trio trading blocks	9	(1)
Competitive and economic threats	9	(4)
Global triggers and the new competitors	13	(4)
Succeeding in the global economy	17	(2)
Multinational service operations	19	(1)
The nature of the borderless world	20	(1)
Pull and push factors in cross-border markets	21	(2)
Screening cross-border opportunities	23	(4)
Defining Service Organisations	27	(44)
Introduction	27	(15)
Classifying service organisations	27	(3)
Defining service characteristics	30	(4)
Service design	34	(8)
Knowing your Customers and Markets	42	(29)
The marketing mix within services	47	(1)
The seven Ps	47	(10)
The nature of target marketing in services	57	(9)
Market analysis	66	(5)
The Development of Strategic Planning	71	(36)
Introduction	71	(36)
The classical approach	71	(14)
The evolutionary school	85	(6)
The processual school	91	(12)
The systemic school	103	(4)
Strategic Management Models, Tools, and Techniques	107	(55)
Introduction	107	(33)
Descriptive models of strategic management	107	(2)
Strategic planning	109	(4)
The external environment	113	(13)
The internal environment	126	(10)
Value chain analysis	136	(4)
Financial Ratio Analysis	140	(22)
Competitive analysis	145	(2)
Strategic mission, objectives, and structure	147	(8)
Analysis and allocation of strategic resources	155	(4)
Core competencies	159	(3)
The Application of Strategic Management	162	(39)
Introduction	162	(14)
Global business drivers	162	(2)
Value chains and a firm's strategic core	164	(2)
Porter's generic competitive strategies	166	(6)
Beyond Michael Porter	172	(4)
Strategic Vision	176	(25)
Inventing a strategy	176	(4)
The role of leadership in strategy formulation	180	(2)
Strategy formulation	182	(6)
Strategy implementation	188	(5)
Measuring strategic success	193	(8)
Future Trends in Strategic Management	201	(51)
Introduction	201	(17)
The role of IT in business	202	(8)
Technology and systems planning	210	(3)
Technological alliances	213	(2)
Linking IT with the corporate strategy	215	(3)
The Evolution of Change	218	(34)
The changing shape of organisations	218	(15)
The changing shape of external relations	233	(3)
The changing shape of the market	236	(14)
The changing shape of Europe	250	(2)
The Case Material	252	(45)
Competitive Strategies in the World Airline Industry	254	(20)
The case study	254	(1)
Introduction	254	(1)
Industry trends and competitive challenges	255	(2)
Competitive strategies	257	(1)
Competitive positioning strategies	258	(1)
Marketing/customer-orientated strategies	259	(1)
Cost control	260	(1)
Air France	260	(3)
British Airways (BA)	263	(2)
Delta	265	(3)
Singapore Airlines (SIA)	268	(2)
Conclusion	270	(4)
BAA PLC	274	(23)
Introduction	274	(5)
Regulation	279	(2)
Airport management	281	(5)
Retail management	286	(4)
Property management	290	(3)
International operations	293	(4)
Notes	297	(15)
Person Index	312	(5)
Topic Index	317