Business has drastically shifted its vision to a service-oriented perspective, moving from sales to customer satisfaction. And now service—an element not even mentioned in the marketing "4 Ps" (product, price, place, and promotion)—is today the most sustainable source of differentiation and advantage.

This book is a reference guide for senior managers and executives who believe that a sound service strategy is the best way to develop a sustainable competitive advantage.

Each of the seven chapters represents a key issue for working towards achieving a world-class service edge. The continued growth of the Internet and e-commerce are having a profound effect on service. E-businesses need to learn how to interact with their customers, while it is essential for conventional commerce to strive to be even better in the world of ever-increasing competition.