The Services Challenge: Integrating for Competitive Advantage, edited by John A. Czepiel, Carole A. Congram, and James Shanahan, is a collection of papers presented by firms and individuals working in the services industry at the Fifth Annual Services Marketing Conference in 1987. The papers are devoted to the concept of integration as the unifying force in successful service firms. This includes coordination within the firm, unity of purpose and action in the services industry, integration of elements of the marketing mix, and integrating theory with practice.
James B. Shanahan
James B. Shanahan serves as Advisor to the Dayton Capital Group. He has over 30 years experience in the financial services industry. Mr. Shanahan worked for industry leaders over twenty years, such as JP Morgan Chase, American Express, MBNA and MasterCard International. He was the CEO of Card Alliance Network Company, the first card processing company in China.
Mr. Shanahan was also the Managing Partner of Business Dynamics, an international consulting company specializing in cards and payment products. He was previously on the Board of Directors of the American Marketing Association and is often quoted in the media on industry developments. Mr. Shanahan got his BS from University of Notre Dame and his MBA from Columbia University Graduate School of Business.