Service Management For Competitive Advantage
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Service Management For Competitive Advantage
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Author : James A. Fitzsimmons
language : en
Publisher: McGraw-Hill Companies
Release Date : 1994
Service Management For Competitive Advantage written by James A. Fitzsimmons and has been published by McGraw-Hill Companies this book supported file pdf, txt, epub, kindle and other format this book has been release on 1994 with Konkurrencefordele categories.
James Fitzsimmons' 1982 McGraw-Hill text, Service Operations Management, the first book on the topic, defined the field of service operations management. Fitzsimmons is now senior author of an all new 1994 service management text which sets the paradigm for service management for the 1990s. This junior/senior/graduate text is distinguished by its unique focus on service management for competitive advantage and by its integration of the author's first-hand experiences and research with numerous service firms. Its highly readable presentation is designed to appeal even to students with little business experience.
The Service Quality Solution
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Author : David A. Collier
language : en
Publisher: Irwin Professional Publishing
Release Date : 1994
The Service Quality Solution written by David A. Collier and has been published by Irwin Professional Publishing this book supported file pdf, txt, epub, kindle and other format this book has been release on 1994 with Business & Economics categories.
The Service/Quality Solution presents a clear framework for building competitive advantage and surviving the pressures within today's marketplace. Throughout this pioneering book, author David A. Collier demonstrates how to "think service managements," cultivate this service commitment within the work force, and add value to your company's products and services - thus distinguishing them from your competitors'.
Service Management
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Author : Jay Kandampully
language : en
Publisher: Springer Science & Business Media
Release Date : 2011-12-09
Service Management written by Jay Kandampully and has been published by Springer Science & Business Media this book supported file pdf, txt, epub, kindle and other format this book has been release on 2011-12-09 with Business & Economics categories.
“Great retailers are great at service. No exceptions. This book offers a wealth of insight into delivering excellent retail service.” ---Leonard L. Berry, Distinguished Professor of Marketing, N.B Zale Chair in Retailing and Market Leadership, Mays Business School, Texas A&M University "With a growing understanding of service as a phenomenon and perspective of business and marketing, retailers are increasingly seeing the need to transform from distribution of products to service providers. This book includes considerable insight regarding the importance of the service perspective and how it can be implemented in retailing." --Christian Grönroos, Professor of Service and Relationship Marketing, CERS Centre for Relationship Marketing and Service Management, Hanken School of Economics, Finland "Consisting of chapters written by leading scholars in service management and retailing from around the world, this comprehensive book offers rich insights for how retailers can excel and achieve sustainable competitive advantage by invoking and implementing service management principles. This enlightening book is a valuable resource for students, researchers and practitioners with an interest in retailing." --A. "Parsu" Parasuraman, Professor of Marketing & The James W. McLamore Chair, School of Business Administration, University of Miami Coral Gables, Florida "Service excellence and service innovation are critical for success in today’s competitive retail marketplace. Service Management: The New Paradigm in Retailing provides a contemporary and transformative lens for accomplishing these essential goals." --Mary Jo Bitner, Professor, Director Center for Services Leadership, W.P. Carey School of Business, Arizona State University
Service Management And Marketing
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Author : Christian Grönroos
language : en
Publisher: Jossey-Bass
Release Date : 1990
Service Management And Marketing written by Christian Grönroos and has been published by Jossey-Bass this book supported file pdf, txt, epub, kindle and other format this book has been release on 1990 with Business & Economics categories.
Gronroos (international and industrial marketing, Swedish School of Economics and Business Administration in Finland) examines the nature of market-oriented management and analyzes the impact that service- dominated competition has had and will continue to have on management thinking and decision making. He includes practical advice on how to cope with specific situations relative to the consumptive process. Annotation copyrighted by Book News, Inc., Portland, OR
Service Leadership
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Author : Svafa Gronfeldt
language : en
Publisher: SAGE Publications
Release Date : 2005-11-30
Service Leadership written by Svafa Gronfeldt and has been published by SAGE Publications this book supported file pdf, txt, epub, kindle and other format this book has been release on 2005-11-30 with Business & Economics categories.
The purpose of this book is to provide a comprehensive theoretical framework as well as practical strategies—not just for survival but for a true search for excellence in the uncertain and ever-changing world of customer service management. The theoretical framework is based on the notion that customer service contains three key variables: a promise, a process, and people. After going through the step-by-step process of service management, the reader will have the necessary understanding and skill to choose the right strategy for the right circumstances, to design service processes, to identify the means and methods to implement these processes, and to measure the outcome.
Service Management
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Author : Sanjeev Bordoloi
language : en
Publisher:
Release Date : 2018-01-23
Service Management written by Sanjeev Bordoloi and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2018-01-23 with Business & Economics categories.
The ninth edition continues to acknowledge and emphasize the essential uniqueness of service management. The text is organized in four parts: Part One: Understanding Services, which provides a historical context as well as distinguishes the distinctive characteristics of service operations; Part Two: Designing the Service Enterprise, which covers designing the service enterprise to support the competitive strategy; Part Three: Managing Service Operations that details topics such as Managing Capacity, Demand and Waiting Lines and Service Supply Relationships and; Part Four: Quantitative Models for Service Management that addresses forecasting and managing service inventory.
Knowledge Services Management
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Author : Peter K. Mills
language : en
Publisher: Springer Science & Business Media
Release Date : 2009-09-18
Knowledge Services Management written by Peter K. Mills and has been published by Springer Science & Business Media this book supported file pdf, txt, epub, kindle and other format this book has been release on 2009-09-18 with Business & Economics categories.
Knowledge Services Management looks at the transformation of the traditional workplace into a quasi-internal market environment where work activities in knowledge services are organized around clusters of similar or complementary knowledge stocks to address particular types of customer-clients priorities. The book explores a new internal market structure for these service organizations and the implications this presents for managers and scholars in the 21st century workplace. By adopting an internal market perspective, the book develops new organizational forms outside the traditional hierarchical paradigm, which is ill-suited for the emerging knowledge workplace, in order to effectively manage emerging knowledge services. The indispensable role of customer/client in the operations of these organizations is examined, as is the creation of the “Proventure Workplace”, a work environment which accentuates jobs requiring rich cognitive skills for continuing innovation and creativity.
Valuepack
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Author : Joe Peppard
language : en
Publisher: Financial Times/Prentice Hall
Release Date : 2006-07-01
Valuepack written by Joe Peppard 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 2006-07-01 with categories.
Services Management: An Integrated Approach 2/e The book provides a comprehensive insight into the service management industry and it's 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. Services Management second edition is ideal for Service Management students within a Business or Tourism degree, but also of great interest to operations, management, marketing and general business students. Essence of Business Process Re-Engineering 1/e A concise, usable guide to re-engineering business processes for competitive advantage, this quick guide goes beyond the hype to demonstrate exactly what business process re-engineering (BPR) is all about, and what it can and cannot accomplish. Readers will learn how and where to begin the BPR process and the do's and don'ts for making sure that BPR really pays off.
Service Management
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Author : James A. Fitzsimmons
language : en
Publisher: McGraw-Hill Companies
Release Date : 1998
Service Management written by James A. Fitzsimmons and has been published by McGraw-Hill Companies this book supported file pdf, txt, epub, kindle and other format this book has been release on 1998 with Management categories.
Designed for courses in service management, service operations management, or operations management. This book looks at services and the economy, the service concept and competitive strategy, and managing service operations.
Service Management And Marketing Customer Management In Service Competition 3rd Ed
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Author : Christian Grönroos
language : en
Publisher: John Wiley & Sons
Release Date : 2007-06
Service Management And Marketing Customer Management In Service Competition 3rd Ed written by Christian Grönroos and has been published by John Wiley & Sons this book supported file pdf, txt, epub, kindle and other format this book has been release on 2007-06 with categories.
This is the third edition of a very successful book written by one of the leading writers and researchers in services marketing and management. Alongside the greater emphasis on the relationship approach to services marketing, this book provides a thorough update of various researches from the services marketing and relationship marketing field. It also includes new material on service recovery along with an in depth discussion of the basic ground rules and objectives of marketing. · The Service And Relationship Imperative: Managing In Service Competition · Managing Customer Relationships: An Alternative Paradigm In Management And Marketing · The Nature Of Services And Service Consumption, And Its Marketing Consequences · Service And Relationship Quality · Quality Management In Services · Return On Service And Relationships · Managing The Augmented Service Offering · Service Management Principles · Managing Productivity In Service Organizations · Managing Marketing Or Market-Oriented Management · Managing Integrated Marketing Communication And Total Communication · Managing Brand Relationships And Image · Customer-Focused Organization: Structure, Resources And Service Processes · Managing Internal Marketing: A Prerequisite For Successful Customer Management · Managing Service Culture: The Internal Service Imperative · Transforming A Manufacturing Firm Into A Service Business · Conclusions: Managing Services And Relationships