Managing Service Industries
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Service Management
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Author : John R. Bryson
language : en
Publisher: Springer Nature
Release Date : 2020-11-26
Service Management written by John R. Bryson and has been published by Springer Nature this book supported file pdf, txt, epub, kindle and other format this book has been release on 2020-11-26 with Business & Economics categories.
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 research area with emphasis on integration, adaptability, optimization, sustainability and rapid technological adoption. The book explores seven fundamental processes that are key to successfully managing service businesses, helping students gain insights into: how to manage service businesses, with coverage of both small firms and large transnationals service business models, operations and productivity managing service employees how service firms engage in product and process innovation marketing, customers and service experiences internationalization of service businesses the ongoing servitization of manufacturing This unique textbook is an ideal resource for upper undergraduate and postgraduate students studying service businesses and practitioners.
Managing In The Service Economy
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Author : James L. Heskett
language : en
Publisher: Boston, Mass. : Harvard Business School Press
Release Date : 1986
Managing In The Service Economy written by James L. Heskett and has been published by Boston, Mass. : Harvard Business School Press this book supported file pdf, txt, epub, kindle and other format this book has been release on 1986 with Service industries categories.
A four-point blueprint--the "strategic service vision"--for service managers, which offers the trend-setting management strategies that have given leading service companies a clear competitive advantage.
Managing Service Industries
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Author : Peter K. Mills
language : en
Publisher:
Release Date : 1986
Managing Service Industries written by Peter K. Mills and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 1986 with Business & Economics categories.
Managing Services
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Author : Christopher H. Lovelock
language : en
Publisher:
Release Date : 1992
Managing Services written by Christopher H. Lovelock and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 1992 with Customer services categories.
A blend of conceptual articles and strategic insights, this collection of readings and cases shows that effectuve managenent of service businesses requires the integration of marketing, operations, and human resources management functions.
Managing Service Companies
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Author : Ken Irons
language : en
Publisher:
Release Date : 1991
Managing Service Companies written by Ken Irons and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 1991 with Business & Economics categories.
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.
Management Of Service Businesses In Japan
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Author : Yasuhiro Monden
language : en
Publisher: World Scientific
Release Date : 2013
Management Of Service Businesses In Japan written by Yasuhiro Monden and has been published by World Scientific this book supported file pdf, txt, epub, kindle and other format this book has been release on 2013 with Business & Economics categories.
With the service industry taking up the largest portion of its GDP, Japan has much to share in the area of managing service industry. This book explores and elucidates the unique management styles in non-manufacturing industries or service industries in contemporary Japan, both practically and theoretically through case studies. These specially selected cases are the management of the world No.1 convenience store chain of Seven-Eleven, the sales finance business and auto sales business of Toyota, application of TPS (Toyota Production System) to life insurance company, performance evaluation of local government, BSC (balance scorecard) in local government hospitals, cost and pricing policy of telecommunication company, Japanese-style OC hospitalityOCO in the retail industry, service level agreement (SLA) in IT and shared service companies, and ICT (Information & Communication Technology) applied to BPN (Business Process Network) of service industry.The analyses presented in this book were carefully laid out in regard to the business in general. It will be useful for business practitioners in service industry and beneficial to the scholars, students or general readers interested in this area.
Services Management
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Author : Bart van Looy
language : en
Publisher: Pearson Education
Release Date : 2003
Services Management written by Bart van Looy and has been published by Pearson Education this book supported file pdf, txt, epub, kindle and other format this book has been release on 2003 with Business & Economics categories.
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.
Yield Management
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Author : Ian Yeoman
language : en
Publisher: Burns & Oates
Release Date : 1997
Yield Management written by Ian Yeoman and has been published by Burns & Oates this book supported file pdf, txt, epub, kindle and other format this book has been release on 1997 with Service industries categories.
This student textbook for those involved in the hospitality, tourism and business sectors explains the concept of yield management that seeks to balance the supply and demand of customers and service.
Service Management
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Author : Richard Normann
language : en
Publisher: Wiley
Release Date : 2001-01-17
Service Management written by Richard Normann and has been published by Wiley this book supported file pdf, txt, epub, kindle and other format this book has been release on 2001-01-17 with Business & Economics categories.
In the world of industry and management producing 'intangible products' poses unique challenges. This book provides a comprehensive framework on these unique management issues and looks into the special characteristics of services and conditions necessary for success in the management of service organizations This classic book, as relevant as ever and updated, provides a set of ideas which has proved its power and validity beyond the fads of the moment, over an extended period of time. A book that is at the same time very holistic and conceptual, and yet both easy to grasp and to translate into practical action. It also evokes an alternative perspective on services, namely that of refocusing attention from the production and the product to the value creation process of customers. With these perspectivess every company todays needs to see itself as a service company. The book stresses the need for a streamlined service management system and analyses and illustrates growth strategies and the nature of innovation -but above all it emphasizes the special role played by good leadership. In particular, this edition looks at the role of technology in services as well as - more generally -the role of services in society. Of great value to managers and academics involved in the service industry this practical book, which has been translated into eight languages, will stimulate people to analyse and act on their situations.