Author : Rohit Ramaswamy
Publisher : Prentice Hall
Page : 480 pages
File Size : 10,50 MB
Release : 1996
Category : Business & Economics
ISBN :
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Author : Jean Harvey
Publisher :
Page : 368 pages
File Size : 23,24 MB
Release : 2006
Category : Business planning
ISBN :
Author : Robert Johnston
Publisher : Pearson Education
Page : 1140 pages
File Size : 23,64 MB
Release : 2005
Category : Business & Economics
ISBN : 9780273683674
The central focus of this book is how organizations deliver service and the operational decisions that managers face in managing resources and delivering service to their customers.
Author : Jean Harvey
Publisher : Quality Press
Page : 369 pages
File Size : 11,91 MB
Release : 2005-06-07
Category : Business & Economics
ISBN : 087389166X
The quest for value drives customer behavior in the services marketplace. This book focuses on complex service processes, and is written for professionals, quasi-professionals, and technical workers laboring in all spheres, from law to medicine, and accounting to engineering. It draws its theory and examples from these professional services and many more, with hands-on end-of-chapter exercises on all topics. A framework is presented for understanding how a set of shared fundamental beliefs drives the best-in-class professional service organizations in their learning, which is the source of sustained competitive advantage. Products and processes can be imitated or copied, but learning faster than your competition cannot. Processes create the benefits customers want by delivering the service, or by making this delivery possible in one way or another. The notions, methods, and tools presented in this book present readers with a perspective on their work they most likely never envisaged, and which will lead to a marked improvement in their effectiveness.
Author : Jean Harvey
Publisher : Quality Press
Page : 326 pages
File Size : 41,1 MB
Release : 2015-08-14
Category : Business & Economics
ISBN : 0873899164
This book focuses on complex services, that is, services embodying the knowledge and capabilities of professionals, sought because of the clients lack of knowledge or skills in specialized fields. This book is also concerned with the many organizations, such as hospitals and banks, that provide services requiring a mixture of professional and other services to produce the results that customers or clients need. Professionals, semi-professionals, and technical workers laboring in all spheres of human endeavor, from law to medicine, accounting to engineering, social work to architecture, who are involved or are interested in taking part in managing their businesses, small or large, will find this book an invaluable tool in achieving success. This third edition comes with an augmented value proposition: as you read and try to understand and experiment with the material, you are invited at various points to view video clips, lasting between 15 and 25 minutes, that will clarify, complement, illustrate, or go further than what you are reading.
Author : Mairi Macintyre
Publisher : Springer Science & Business Media
Page : 188 pages
File Size : 14,51 MB
Release : 2011-04-02
Category : Business & Economics
ISBN : 144198321X
Service Design and Delivery provides a comprehensive overview of the increasingly important role played by the service industry. Focusing on the development of different processes employed by service organizations, the book emphasizes management of service in relation to products. It not only explores the complexity of this relationship, but also introduces strategies used in the design and management of service across various sectors, highlighting where tools, techniques and processes applicable to one sector may prove useful in another. The implementation methods introduced in the book also illustrate how and why companies can transform themselves into service organizations. While the book is primarily intended as a text for advanced-level courses in service design and delivery, it also contains theoretical and practical knowledge beneficial to both practitioners in the service sector and those in manufacturing contemplating moving towards service delivery.
Author : Prafull Verma
Publisher : Service Integration
Page : 194 pages
File Size : 26,1 MB
Release : 2019-06-07
Category :
ISBN : 9780578466187
With radical change in the technology landscape in every enterprise, the inherent IT services embedded in anything and everything that happens in the business, a rapid shift is required to manage and deliver IT services. While legacy systems continue to function and need to be managed by traditional methods, a forward thinking approach is required to manage delivery of services for emerging technologies. This handbook is targeted at service delivery managers in the "service provider" organization but would also be very useful to internal service managers, provided they think of enterprise IT service consumers as customers. It would also greatly benefit IT generalists who may not be directly managing the delivery of services but contributing to or want to understand the subject.
Author : David W. Parker
Publisher : Edward Elgar Publishing
Page : 587 pages
File Size : 49,49 MB
Release : 2018-06-29
Category : Business & Economics
ISBN : 1788115945
Service Operations Management, Second Edition provides a global perspective on service operations, with expanded coverage of service operations for not-for-profit agencies, charities, NGOs and utilities, alongside commercial companies. With new, updated case studies and original research embracing big-data analytics and neurolinguistics in building customer service systems, this book will be an invaluable tool for postgraduate and MBA students of service operations and undergraduates specialising in hospitality, tourism and public sector management.
Author : Chip R. BELL
Publisher : AMACOM Div American Mgmt Assn
Page : 242 pages
File Size : 44,19 MB
Release : 2007-05-17
Category : Business & Economics
ISBN : 0814400515
Today’s customers demand service that isn’t just beyond the norm, but makes its mark in their minds and in their hearts. This updated edition of Managing Knock Your Socks Off Service provides readers with up-to-the-minute advice on how they can create world-class service both in their operations and through their people, whether they work with customers face-to-face, on the phone, or in e-space. Revamped with new examples, stories, and research, and featuring cartoons by John Bush, the book gives readers practical, proven ways to: * find and retain service-oriented people * get to know customers intimately * build a service vision * train and coach * create and maintain a service management process that aligns people, systems, and customers * involve and empower employees * recognize and reward good performance. Filled with examples from service standard-setters such as Fed-Ex, QVC, and others, Managing Knock Your Socks Off Service shows how to create great service on a day-to-day, real-time, every-time basis.
Author : Lawrence Fogli
Publisher : John Wiley & Sons
Page : 348 pages
File Size : 35,15 MB
Release : 2006-02-02
Category : Business & Economics
ISBN : 9780787983109
Customer Service Delivery taps into business, marketing, and psychological research and practices to provide a wealth of knowledge about customer service. With contributions from some of the best-known industrial and organizational psychology experts in customer service, this book brings together in one comprehensive resource a review of the best practices in customer service delivery. Customer Service Delivery also provides a framework for customer service as a process and an outcome. The authors address a wide range of topics that are crucial to today’s competitive business environment: customer expectations, loyalty satisfaction, product versus service delivery, measurement, brand equity, regional and cultural differences, and organizational impact. Customer Service Delivery explores human resource staffing practices and service delivery by including proven selection strategies for hiring top quality service workers, an analysis of the personality correlates of service performance, and a comprehensive review of assessment instruments that predict customer service performance. In addition, this important resource contains strategies and tactics to improve and manage service delivery and offers illustrative case examples of how organizations have successfully improved and managed customer service.
