Understanding Services Management
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Understanding Services Management Integrating Marketing Organisational Behaviour Operations And Human Resource Management
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Author : William J.Glynn
language : en
Publisher:
Release Date :
Understanding Services Management Integrating Marketing Organisational Behaviour Operations And Human Resource Management written by William J.Glynn and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on with categories.
Understanding Services Management
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Author : William J. Glynn
language : en
Publisher:
Release Date : 1995-11-09
Understanding Services Management written by William J. Glynn and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 1995-11-09 with Business & Economics categories.
A state-of-the-art services managment guide
Service Management
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Author : James A. Fitzsimmons
language : en
Publisher: McGraw-Hill Europe
Release Date : 2014
Service Management written by James A. Fitzsimmons and has been published by McGraw-Hill Europe this book supported file pdf, txt, epub, kindle and other format this book has been release on 2014 with Service industries categories.
The Eighth Edition continues to acknowledge and emphasize the essential uniqueness of service management. The text is organized in four parts: Part One: Understanding Services, provides a historical context as well as distinguishes the distinctive characteristics of service operations; Part Two: Designing the Service Enterprise, covers designing the service enterprise to support the competitive strategy; Part Three: Managing Service Operations details topics such as managing capacity, demand, and waiting lines, and discusses service supply relationships; and, Part Four: Quantitative Models for Service Management addresses forecasting and managing service inventory. PART ONE: Understanding Services Chapter 1: The Service Economy Chapter 2: Service Strategy PART TWO: Designing the Service Enterprise Chapter 3: New Service Development Chapter 4: The Service Encounter Chapter 5: Supporting Facility and Process Flows Chapter 6: Service Quality Chapter 7: Process Improvement Supplement: Data Envelopment Analysis (DEA) Chapter 8: Service Facility Location PART THREE: Managing Service Operations Chapter 9: Service Supply Relationships Chapter 10: Globalization of Services Chapter 11: Managing Capacity and Demand Chapter 12: Managing Waiting Lines Chapter 13: Capacity Planning and Queuing Models Supplement: Computer Simulation PART FOUR: Quantitative Models for Service Management Chapter 14: Forecasting Demand for Services Chapter 15: Managing Service Inventory Chapter 16: Managing Service Projects APPENDIX Appendix A: Areas of Standard Normal Distribution Appendix B: Uniformly Distributed Random Numbers [0, 1] Appendix C: Values of Lq for the M/M/c Queuing Model Appendix D: Equations for Selected Queuing Models.
A Practical Guide To Service Management
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Author : Keith D. Sutherland
language : en
Publisher: Packt Publishing Ltd
Release Date : 2023-10-13
A Practical Guide To Service Management written by Keith D. Sutherland and has been published by Packt Publishing Ltd this book supported file pdf, txt, epub, kindle and other format this book has been release on 2023-10-13 with Computers categories.
Develop and improve the service management capabilities of your organization or business with this comprehensive handbook Key Features A complete, pragmatic guide on service management from industry experts Learn industry best practices and proven strategies to establish and improve a service management capability Get hands on with implementing and maintaining a service management capability Purchase of the print or Kindle book includes a free PDF eBook Book DescriptionMany organizations struggle to find practical guidance that can help them to not only understand but also apply service management best practices. Packed with expert guidance and comprehensive coverage of the essential frameworks, methods, and techniques, this book will enable you to elevate your organization’s service management capability. You’ll start by exploring the fundamentals of service management and the role of a service provider. As you progress, you’ll get to grips with the different service management frameworks used by IT and enterprises. You'll use system thinking and design thinking approaches to learn to design, implement, and optimize services catering to diverse customer needs. This book will familiarize you with the essential process capabilities required for an efficient service management practice, followed by the elements key to its practical implementation, customized to the organization’s business needs in a sustainable and repeatable manner. You’ll also discover the critical success factors that will enhance your organization’s ability to successfully implement and sustain a service management practice. By the end of this handy guide, you’ll have a solid grasp of service management concepts, making this a valuable resource for on-the-job reference.What you will learn Discover a holistic approach to managing services Get acquainted with the service management methods, frameworks, and best practices Understand the significance of a service management strategy Demonstrate your skills to deliver high-quality, timely services Find out how to become a respected business partner to your customers Recognize the role of governance, outcomes, and markets Grasp the concept of value capture and maintaining value over time Explore common processes that lay the foundation for effective service management Who this book is forThis book is for anyone interested in gaining a general understanding of the value of enterprise/IT service management (ESM/ITSM), including but not limited to IT leadership, key business managers, business process analysts, business analysts, IT consultants, IT professionals, project managers, systems integrators, service desk managers, managed service providers, solution providers, and sales staff. Whether you’re new to service management or have prior experience, you’ll find valuable insights in this book.
Service Management
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Author : Bart van Looy
language : en
Publisher: Financial Times/Prentice Hall
Release Date : 2013
Service Management written by Bart van Looy and has been published by Financial Times/Prentice Hall this book supported file pdf, txt, epub, kindle and other format this book has been release on 2013 with Service industries categories.
Over 75% of graduates currently find work in the service industries, but there are very few books that deal specifically with the subject of service management. This third edition of Services Management provides a comprehensive insight into the industry and its' importance in today's economies. The book is based on three central strands of services management: customers, employees and operations. The final part of the book addresses the issue of performance management and service strategy. Based on a series of research workshops with academics and practitioners at the Service Management C.
Changing Planes Strategic Choice Implementation And Outcome
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Author : Stephen Holloway
language : en
Publisher: Ashgate Publishing
Release Date : 1998
Changing Planes Strategic Choice Implementation And Outcome written by Stephen Holloway and has been published by Ashgate Publishing this book supported file pdf, txt, epub, kindle and other format this book has been release on 1998 with Business & Economics categories.
This text is the second of two volumes about transition: the progression towards a new paradigm management in the liberalized and increasingly competitive air transport markets.
Public Service Management
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Author : Harvey James Gonden
language : en
Publisher:
Release Date : 1916
Public Service Management written by Harvey James Gonden and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 1916 with Public utilities categories.
The Customer Service Solution Managing Emotions Trust And Control To Win Your Customer S Business
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Author : Sriram Dasu
language : en
Publisher: McGraw Hill Professional
Release Date : 2013-07-17
The Customer Service Solution Managing Emotions Trust And Control To Win Your Customer S Business written by Sriram Dasu and has been published by McGraw Hill Professional this book supported file pdf, txt, epub, kindle and other format this book has been release on 2013-07-17 with Business & Economics categories.
Understand Consumer Psychology to Drive Profits and Growth Want to know exactly what’s driving your customer's behavior? NOW YOU CAN! The Customer Service Solution explains how consumers perceive services and shows you how to enhance the customer experience--every time. In this economic climate, the customer service experience is more critical than ever. Most leading service firms advocate the TLC mantra: Think Like a Customer. That's a good practice, but first you have to understand what your customer is thinking and feeling. Today's business leaders cannot afford to neglect the psychological principles that govern customer satisfaction and long-term loyalty. What are the factors that really determine customer satisfaction? Two of the nation's leading authorities on service psychology, Sriram Dasu and Richard Chase, have written this groundbreaking guide that identifies and demystifies the psychological triggers behind customer behavior. You'll go where customer satisfaction surveys, mystery shoppers, and focus groups can't--and learn exactly why customers respond and behave the way they do. With findings drawn from behavioral science research, this book provides all the tools you need to evaluate your current service platforms and design future strategies to enhance customer perceptions positively and drive your sales. The Customer Service Solution illustrates why even companies with high levels of satisfaction are missing tremendous opportunities by neglecting the emotional elements that govern consumer interactions. This book will show you how to: Shape and manage customer perceptions Understand implicit versus explicit outcomes Develop the roles of control and choice among buyers Design emotionally intelligent processes Build trust among customers Whatever your business may be--healthcare, hospitality, financial services, e-commerce, and more--this book is an essential tool to help you increase profits by leveraging your company's customer experience. PRAISE FOR THE CUSTOMER SERVICE SOLUTION: "Harnessing the power of emotions will help to drive an exceptional customer experience creating customers for life to help your business thrive. Finally, a guide to help us better understand how to do this." -- James Merlino, MD, Chief Experience Officer, Cleveland Clinic "Required reading for anyone designing a service encounter." -- James Heskett, Professor Emeritus, Harvard Business School, coauthor of The Service Profit Chain and Service Future "I have always known that our customers shop with us because they want to, not because they have to. How to make them want to is the secret that this great book unlocks." -- Kevin Davis, President and CEO, Bristol Farms "[Dasu and Chase] share easy-to-understand ideas and guidance to operations managers who typically do not think about the psychology of customers in designing their services." -- Mary Jo Bitner, PhD, Professor and Executive Director, Center for Services Leadership, W. P. Carey School, Arizona State University "Dasu and Chase provide an excellent set of ideas for delivering emotional customer service experiences through systems and operations." -- Rodolfo Medina, Vice President, Marketing & Commercial, Rock in Rio "This book provides valuable insights to managing and molding the customer's emotional journey, leading to ultimate satisfaction and sustainable loyalty." -- Ali V. Kasikci, Regional Managing Director, Orient-Express
Service Operations Management
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Author : David Parker
language : en
Publisher: Edward Elgar Publishing
Release Date : 2012-09
Service Operations Management written by David Parker and has been published by Edward Elgar Publishing this book supported file pdf, txt, epub, kindle and other format this book has been release on 2012-09 with Business & Economics categories.
ïAs the services sector has become the most important sector of many of our economies, this book makes a valued contribution to our greater understanding of what features are critical to operational success in this sector. Based upon sound research and drawing on numerous cases studies, the author has delivered an expose that will be of value to academics and practitioners alike. From a long career in the field, the author has distilled critical content into a well-organised book that is a must for students and practitioners in services operations management. It is welcoming to read of service operations management in the not-for-profit and public sectors.Í _ Peter Liesch, University of Queensland Business School, Brisbane, Australia ïDavid has captured the essentials of service operations within a complete enterprise framework. Based upon case studies from a broad variety of organizations from around the globe, this easy to understand text is a must for students and practitioners alike. Students of service operations and indeed services marketing have been long awaiting a reference such as this.Í _ Derek Lundberg, Metcash Food & Grocery ïThe author recognizes the critical fact that service operations is worlds apart from manufacturing operations management that produces tangible products _ a failing of so many other texts that have drawn on yesteryear manufacturing paradigms to try and explain services. This book succeeds in combining operational analysis with the empirical research to arrive at a comprehensive understanding of the forces that shape and change the service sectors. Drawing on a wealth of information by virtue of his track record of many years researching the service sectors, this book will be invaluable to both students, practitioners and anyone interested in successful service operations _ tourism, hospitality, transport, retailing, utilities, not for profit, public service.Í _ George Downie, Senior Lecturer, Southampton Business School, UK ïThis is an important book for educators, students and professional managers. As the services sector becomes a larger and increasingly pervasive part of our economy and as service operations management becomes the biggest part of most organizations, the opportunity to increase productivity, quality, flexibility and innovation of service provision must be grasped firmly by those who want their organizations to remain competitive and successful. This book very effectively blends conceptual frameworks with new, practical case studies. It is full of valuable and useful insights.Í _ Danny Samson, University of Melbourne, Australia This comprehensive textbook will become required reading for postgraduate students seeking to understand the principles of service operations management and for undergraduate students specializing in hospitality, tourism or the public sector. It will also serve as a handbook for operations managers in service organizations as they seek to develop and implement improved operations strategies. Focusing on service delivery design, capacity, recovery, performance measurement and service strategy, the challenge of delivering exceptional service quality is addressed through a comparison of customersÍ perceptions and expectations. A new approach to quality in services describes the tools and methods for continuous service improvement. This accessible and engaging textbook is the ideal foundation for a course in service operations management. Each chapter: - ' represents a lecture and specific topic _ with specified learning objectives and outcomes ' develops using a ïchunking and scaffoldÍ pedagogical technique _ sub-sections in the chapter develop the chapterÍs theme ' includes examples of organizations and small case-vignettes suitable for class/group discussion and larger cases of international organizations for set-work activity ' draws upon contemporary research with clear citations to show the source _ each chapter has a bibliography and reference list ' includes a series of questions that can be asked of the audience/students _ either to promote discussion or to be set as an assignment See the companion website _ INCLUDE LINK _ for an Instructor Resource Guide and PowerPoint slides, with tips for activities and as a general guide to explore issues raised in the book.
Understanding Service Consumers
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Author : Jochen Wirtz
language : en
Publisher: Ws Professional
Release Date : 2017
Understanding Service Consumers written by Jochen Wirtz and has been published by Ws Professional this book supported file pdf, txt, epub, kindle and other format this book has been release on 2017 with Business & Economics categories.
In services marketing, it is important to understand why customers behave the way they do. How do they make decisions about buying and using a service? What determines their satisfaction with it after consumption? Without this understanding, no firm can hope to create and deliver services that will result in satisfied customers who will buy again. Understanding Service Consumers is the first volume in the Winning in Service Markets Series by services marketing expert Jochen Wirtz. Scientifically grounded, accessible and practical, the Winning in Service Markets Series bridges the gap between cutting-edge academic research and industry practitioners, and features best practices and latest trends on services marketing and management from around the world.