Profiting From Services and Solutions: What Product-Centric Firms Need to Know


Designed for executives of companies that manufacture or sell products and students in an MBA program, this book outlines the challenges of launching a service and solutions business within a product-oriented organization. You might view services and solutions as a means to financial growth, reduced revenue volatility, greater differentiation from the competition, increased share of customer budget, and improved customer satisfaction, loyalty, and lock-in; but the authors visualize the transition from products sold to services rendered and identify the challenges that leaders will face during the transformation. Inside, the authors provide a framework–the service infusion continuum–to describe the different types of services and solutions that a product-rich company can offer beyond warranties, call centers, and websites that support customers in their use of products.


About the Author(s)

Valarie A. Zeithaml

Valarie A. Zeithaml is the David S. Van Pelt Distinguished Professor of marketing at Kenan-Flagler Business School at the University of North Carolina. An award-winning teacher and researcher, she mo…

Stephen W. Brown

Stephen W. Brown co-authored the lead article in a 2005 issue of the Journal of Service Research on forming successful services in product-dominant firms. A related article was published in the Journa…

Mary Jo Bitner

Mary Jo Bitner has written extensively on service marketing and management topics including satisfaction with services, customer-employee interactions, service blueprinting, and service infusion. Her …

Jim Salas

Jim Salas is an Assistant Professor of Marketing in the Graziadio School of Business and Management at Pepperdine University. His main research is focused on the implementation of service infusion str…

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Pub Date

July 31, 2014





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