Crafting Service Processes

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Crafting Service Processes

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Author : Jean L. Harvey
language : en
Publisher: Quality Press
Release Date : 2019-03-22

Crafting Service Processes written by Jean L. Harvey and has been published by Quality Press this book supported file pdf, txt, epub, kindle and other format this book has been release on 2019-03-22 with Business & Economics categories.

As the title makes clear, this book is about the design and delivery of service experiences. This includes the design of installations, facilities, technologies and scripts used in the staging of such experiences. It introduces the reader to many fundamental notions in service operations, from positioning to execution, with much attention paid to human experiences such as those of customers and service workers; be they performing simple repetitive tasks or complex mental tasks. The subject is treated in an user-friendly manner with a storytelling context, focusing initially on every day services (coffee shops, fast food, supermarkets) and then moving on to complex services (lawyers, physicians, engineers, accountants). Contrary to popular hype, not all service experiences are meant to be memorable. If all you need is a cup of coffee and this is done quickly, effortlessly, and painlessly, that’s good. If there’s a little plus along the way, that’s better: you’ll make a mental note that this is a good place to stop next time you are in the area. In an age of exponential technological change, service delivery processes are changing quickly and service industries are being creatively destroyed. You want to be the disruptor, willing to disrupt a large part of your actual income streams. The ability to maintain differentiation rests largely on an in-depth understanding of the service experience and operational excellence. The future belongs to the fastest learner. Intuition is only part of the story.

Crafting Service Processes

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Author : Jean Harvey
language : en
Publisher:
Release Date : 2019

Crafting Service Processes written by Jean Harvey and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2019 with Organizational effectiveness categories.

Crafting Service Processes

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Author : Jean Harvey
language : en
Publisher: Quality Press
Release Date : 2019-03-28

Crafting Service Processes written by Jean Harvey and has been published by Quality Press this book supported file pdf, txt, epub, kindle and other format this book has been release on 2019-03-28 with Business & Economics categories.

As the title makes clear, this book is about the design and delivery of service experiences. This includes the design of installations, facilities, technologies and scripts used in the staging of such experiences. It introduces the reader to many fundamental notions in service operations, from positioning to execution, with much attention paid to human experiences such as those of customers and service workers; be they performing simple repetitive tasks or complex mental tasks. The subject is treated in an user-friendly manner with a storytelling context, focusing initially on every day services (coffee shops, fast food, supermarkets) and then moving on to complex services (lawyers, physicians, engineers, accountants). Contrary to popular hype, not all service experiences are meant to be memorable. If all you need is a cup of coffee and this is done quickly, effortlessly, and painlessly, that's good. If there's a little plus along the way, that's better: you'll make a mental note that this is a good place to stop next time you are in the area. In an age of exponential technological change, service delivery processes are changing quickly and service industries are being creatively destroyed. You want to be the disruptor, willing to disrupt a large part of your actual income streams. The ability to maintain differentiation rests largely on an in-depth understanding of the service experience and operational excellence. The future belongs to the fastest learner. Intuition is only part of the story.

Complex Service Delivery Processes

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Author : Jean Harvey
language : en
Publisher: Quality Press
Release Date : 2021-10-01

Complex Service Delivery Processes written by Jean Harvey and has been published by Quality Press this book supported file pdf, txt, epub, kindle and other format this book has been release on 2021-10-01 with Business & Economics categories.

Different types of organizations provide services that require multiple, complex services to produce results. Oftentimes, those complex services morph into a maze of system processes that crisscross, impeding the smooth operation of processes and value creation. So how can you manage multiple services efficiently and effectively? This book outlines the strategy and execution needed to meet your goals. Numerous examples, exercises, and tools are included to help explain and clarify. The revised fourth edition includes a new focus on the impact of artificial intelligence in complex services, as well as links to video clips and podcasts. Professionals, semi-professionals, and technical workers in all areas, from law to medicine, accounting to engineering, social work to architecture, will find this book an invaluable tool in achieving success.

Services Marketing Text And Cases 2 E

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Author : Harsh V. Verma
language : en
Publisher: Pearson Education India
Release Date : 2012

Services Marketing Text And Cases 2 E written by Harsh V. Verma and has been published by Pearson Education India this book supported file pdf, txt, epub, kindle and other format this book has been release on 2012 with Services industries categories.

Measuring Of Services Quality Initiatives Undertaken By Eye Hospitals In Kolkata

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Author : Bhaskar Mukherjee
language : en
Publisher: Archers & Elevators Publishing House
Release Date :

Measuring Of Services Quality Initiatives Undertaken By Eye Hospitals In Kolkata written by Bhaskar Mukherjee and has been published by Archers & Elevators Publishing House this book supported file pdf, txt, epub, kindle and other format this book has been release on with Antiques & Collectibles categories.

Services Marketing People Technology Strategy Eighth Edition

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Author : Jochen Wirtz
language : en
Publisher: World Scientific Publishing Company
Release Date : 2016-03-29

Services Marketing People Technology Strategy Eighth Edition written by Jochen Wirtz and has been published by World Scientific Publishing Company this book supported file pdf, txt, epub, kindle and other format this book has been release on 2016-03-29 with Business & Economics categories.

Services Marketing: People, Technology, Strategy is the eighth edition of the globally leading textbook for Services Marketing by Jochen Wirtz and Christopher Lovelock, extensively updated to feature the latest academic research, industry trends, and technology, social media and case examples.This textbook takes on a strong managerial approach presented through a coherent and progressive pedagogical framework rooted in solid academic research. Featuring cases and examples from all over the world, Services Marketing: People, Technology, Strategy is suitable for students who want to gain a wider managerial view of Services Marketing.

Services Marketing People Technology Strategy Ninth Edition

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Author : Jochen Wirtz
language : en
Publisher: World Scientific
Release Date : 2021-10-15

Services Marketing People Technology Strategy Ninth Edition written by Jochen Wirtz and has been published by World Scientific this book supported file pdf, txt, epub, kindle and other format this book has been release on 2021-10-15 with Business & Economics categories.

Services Marketing: People, Technology, Strategy is the ninth edition of the globally leading textbook for Services Marketing by Jochen Wirtz and Christopher Lovelock, extensively updated to feature the latest academic research, industry trends, and technology, social media, and case examples.This book takes on a strong managerial approach presented through a coherent and progressive pedagogical framework rooted in solid academic research. It features cases and examples from all over the world and is suitable for students who want to gain a wider managerial view.

Essentials Of Services Marketing

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Author : Jochen Wirtz
language : en
Publisher: FT Press
Release Date : 2012-08-31

Essentials Of Services Marketing written by Jochen Wirtz and has been published by FT Press this book supported file pdf, txt, epub, kindle and other format this book has been release on 2012-08-31 with Business & Economics categories.

Make it easy for students to understand: Clear, Simple Language and Visual Learning Aids The authors use simple English and short sentences to help students grasp concepts more easily and quickly. The text consists of full-colored learning cues, graphics, and diagrams to capture student attention and help them visualize concepts. Know Your ESM presents quick review questions designed to help students consolidate their understanding of key chapter concepts. Make it easy for students to relate: Cases and Examples written with a Global Outlook The first edition global outlook is retained by having an even spread of familiar cases and examples from the world’s major regions: 40% from American, 30% from Asia and 30% from Europe. Help students see how various concepts fit into the big picture: Revised Framework An improved framework characterized by stronger chapter integration as well as tighter presentation and structure. Help instructors to prepare for lessons: Enhanced Instructor Supplements Instructor’s Manual: Contain additional individual and group class activities. It also contains chapter-by-chapter teaching suggestions. Powerpoint Slides: Slides will feature example-based teaching using many examples and step-by-step application cases to teach and illustrate chapter concepts. Test Bank: Updated Test Bank that is Test Gen compatible. Video Bank: Corporate videos and advertisements help link concept to application. Videos will also come with teaching notes and/or a list of questions for students to answer. Case Bank: Cases can be in PDF format available for download as an Instructor Resource.

Designing And Managing Programs

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Author : Peter M. Kettner
language : en
Publisher: SAGE Publications
Release Date : 2016-01-19

Designing And Managing Programs written by Peter M. Kettner and has been published by SAGE Publications this book supported file pdf, txt, epub, kindle and other format this book has been release on 2016-01-19 with Social Science categories.

The Fifth Edition of the classic Designing and Managing Programs for human services helps readers grasp the meaning and significance of measuring performance and evaluating outcomes. The authors, all leaders in the field, incorporate the principles of effectiveness-based planning as they address the steps of designing, implementing, and evaluating a human services program at the local agency level. Meaningful examples at every stage of the process—from problem analysis and needs assessment to evaluating effectiveness and calculating costs—enhance reader understanding of how concepts are implemented in the real world.