After looking at the specific nature of services and the peculiarities of managing services, the three sides of service management are discussed extensively in this book. Concepts and frameworks are followed by case studies and examples.
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 to…
Opportunities in your own service business
The service economy -- Service strategy -- Designing the service enterprise -- New service development -- The service encounter -- Supporting facility and process flows -- Service quality -- Process improvement -- Supplement: data envelopment analysis (dea) -- Service facility l…
Service management: theory and practice
by Bryson, J. R., Sundbo, Jon, Fuglsang, Lars, Daniels, P. W.
Service management: theory and practice
by Bryson, J. R., Sundbo, Jon, Fuglsang, Lars, Daniels, P. W.
This textbook offers a fully integrated approach to the theory and practice of service management, exploring the operational dynamics, management issues and business models deployed by service firms. It builds on recent developments in service science as an interdisciplinary res…
Julian Boha explores value propositions in ecosystems as they play an important role in communicating how a company aims to provide value to business partners and customers. Value propositions are used in our everyday language, yet the concept remains ambiguous as there is a lac…
Julian Boha explores value propositions in ecosystems as they play an important role in communicating how a company aims to provide value to business partners and customers. Value propositions are used in our everyday language, yet the concept remains ambiguous as there is a lac…
The definitive, fully up-to-date guide to continuous improvement in the workplace ""An updated version of a classic book that shares a wealth of new healthcare examples and case studies from around the world. The methods in this book will help you improve quality and safety, red…
In How to Make Things Happen, we learnt that knowledge is the fundamental driver of service efficiency. In this new book, the author follows four very different companies in the finance, gas and tourism sectors as they implement the Service Problem Driven Management Model (SPDM)…
In How to Make Things Happen, we learnt that knowledge is the fundamental driver of service efficiency. In this new book, the author follows four very different companies in the finance, gas and tourism sectors as they implement the Service Problem Driven Management Model (SPDM)…