The Services Challenge: Integrating for Competitive Advantage

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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.

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Book Information

Pages: 114
Published: 1987
New Copyright: 2012
ISBN: 9781613113363
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Authors:, ,

Author information


Carol A. Congram Carol A. Congram

Carol A. Congram has authored and edited several works in the field of marketing, such as The Services Challenge.


James B. Shanahan 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.


John A. Czepiel John A. Czepiel

John A. Czepiel is Professor and Stern Teaching Excellence Fellow at Leonard N. Stern School of Business at New York University. He has a doctoral degree from Northwestern University. His research focuses are Competitive Strategy, Marketplace Relationships, and Services Marketing. He teaches Competitive Strategy in the Marketplace and Competitive Intelligence. He has authored or co-authored five books and has published numerous articles in various academic journals. He has served in Editorial Board of Journal of Marketing and Executive Board of Journal of Retailing. He has been featured in the Who is Who in the East and Who is Who in Advertising.

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