The Palgrave Handbook Of Service Management
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The Palgrave Handbook Of Service Management
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Author : Bo Edvardsson
language : en
Publisher: Springer Nature
Release Date : 2022-05-24
The Palgrave Handbook Of Service Management written by Bo Edvardsson and has been published by Springer Nature this book supported file pdf, txt, epub, kindle and other format this book has been release on 2022-05-24 with Business & Economics categories.
This handbook provides an innovative, thorough overview of service management. It draws together an impressive, international group of leading scholars who offer a truly global perspective, exploring current literature and laying out guidance for future research. Beginning with defining service as a perspective on value creation, and service management as “a set of organizational competencies for enabling and realizing value creation through service,” it then moves on to follow the evolution of service research. From there, the book is structured into six main themes: perspectives on service management; service strategy; service leadership and transition; service design and innovation; service interaction; quality and operations; and service management and technology. This book is valuable reading for academics, lecturers, and students studying service management, operations management, and service research.
The Palgrave Handbook Of Servitization
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Author : Marko Kohtamäki
language : en
Publisher: Springer Nature
Release Date : 2021-07-26
The Palgrave Handbook Of Servitization written by Marko Kohtamäki and has been published by Springer Nature this book supported file pdf, txt, epub, kindle and other format this book has been release on 2021-07-26 with Business & Economics categories.
Manufacturers have shifted their focus from products to smart solutions in search of higher returns and additional growth opportunities. This shift, described as servitization, or lately as a digital servitization, is not a simple process. Academic study has revealed that its issues are complex, problematic, contingent, and even paradoxical, involving multiple organizational layers, such as operations, strategic, relational, and even ecosystemic layers. Recent literature studies have called for improved theories in servitization, and even alternative narratives. In this handbook, the chapters take different perspectives towards servitization, digital servitization or Product-Service-Software systems, presenting and debating over concepts such as organizational transformation, change management, strategic management, business models, innovation and product-service operations. The handbook provides an opportunity to develop improved theoretical grounds for servitization, and thus to elaborate and develop the field further. This volume will be of great interest for the servitization community, including scholars, Ph.D. and master students, but also company managers, developers and consultants facilitating company’s servitization efforts.
The Palgrave Handbook Of Indicators In Global Governance
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Author : Debora Valentina Malito
language : en
Publisher: Springer
Release Date : 2017-11-27
The Palgrave Handbook Of Indicators In Global Governance written by Debora Valentina Malito and has been published by Springer this book supported file pdf, txt, epub, kindle and other format this book has been release on 2017-11-27 with Political Science categories.
This volume brings together both academic and institutional perspectives to examine the production, use and contestation of indicators in global governance. It provides a unique and comprehensive guide to the latest research in the study of indicators and their use in global governance and policy making. The editors provide a guide to the recent vast body of literature and practice on measuring governance and measurement as governance at the global level, and present a state-of-the-art analysis of social science research on indicators at both the transnational and the global level. The Handbook brings together scholars from a variety of disciplines and perspectives, as well as policy-makers from international organisations and non-government organisations working in the field. This volume will be a valuable resource for students and academics in the fields of public policy, administration and management, international relations, political science, law, and globalisation, as well as policy makers and practitioners.
The Palgrave Handbook Of Knowledge Management
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Author : Jawad Syed
language : en
Publisher: Springer
Release Date : 2018-05-11
The Palgrave Handbook Of Knowledge Management written by Jawad Syed and has been published by Springer this book supported file pdf, txt, epub, kindle and other format this book has been release on 2018-05-11 with Business & Economics categories.
This international Handbook provides a comprehensive overview of key topics, debates and issues within the now well-established field of Knowledge Management (KM). With contributions from a range of highly-skilled authors, diverse and multi-disciplinary approaches towards KM are explored in this fantastic new reference work. Topics covered include performance, ethics, sustainability and cross-cultural management, making this an equally important read to academics and practitioners working in areas such as technology, education and engineering. By analysing how the field of KM has developed over the years, as well as presenting new methods to be implemented in the workplace, this Handbook outlines a research agenda for the future of organisational learning and innovation.
Managing Hospitality Organizations
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Author : Robert C. Ford
language : en
Publisher: SAGE Publications
Release Date : 2023-11-21
Managing Hospitality Organizations written by Robert C. Ford and has been published by SAGE Publications this book supported file pdf, txt, epub, kindle and other format this book has been release on 2023-11-21 with Business & Economics categories.
Managing Hospitality Organizations: Achieving Excellence in the Guest Experience, Third Edition takes students on a journey through the evolving service industry. Each chapter focuses on a core principle of hospitality management and is packed with practical advice, examples, and cases from some of the best companies in the service sector. Authors Robert C. Ford and Michael Sturman emphasize the critical importance of focusing on the guest and creating an unforgettable customer experience. Whether your students will be managing a neighborhood café, a convention center, or a high-end resort hotel, they will learn invaluable skills for managing the guest experience in today’s ultracompetitive environment. Included with this title: LMS Cartridge: Import this title’s instructor resources into your school’s learning management system (LMS) and save time. Don’t use an LMS? You can still access all of the same online resources for this title via the password-protected Instructor Resource Site.
The Palgrave Handbook Of Co Production Of Public Services And Outcomes
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Author : Elke Loeffler
language : en
Publisher: Springer Nature
Release Date : 2020-11-23
The Palgrave Handbook Of Co Production Of Public Services And Outcomes written by Elke Loeffler and has been published by Springer Nature this book supported file pdf, txt, epub, kindle and other format this book has been release on 2020-11-23 with Political Science categories.
This Handbook provides a comprehensive and authoritative account of the movement towards co-production of public services and outcomes, a topic which has recently become one of the most intensely debated in public management and administration, both in practice and in the academic literature. It explores in depth the processes of co-commissioning, co-design, co-delivery and co-assessment as major approaches to co-production through citizen voice and citizen action and as key mechanisms in the co-creation of public value. The key debates in the field are fully explored in chapters from over 50 eminent authors in the field, who examine the roots of co-production in the social sciences, the growth of co-production in policy and practice, its implementation and management in the public domain, and its governance, including its negative aspects (the ‘dark side’ of co-production). A final section discusses different aspects of the future research agenda for co-production.
The Palgrave Handbook Of Workplace Innovation
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Author : Adela McMurray
language : en
Publisher: Springer Nature
Release Date : 2021-03-09
The Palgrave Handbook Of Workplace Innovation written by Adela McMurray and has been published by Springer Nature this book supported file pdf, txt, epub, kindle and other format this book has been release on 2021-03-09 with Business & Economics categories.
Innovation is a source of building long-term sustainability. If implemented successfully it can lead to superior organizational performance. To be competitive, companies and their leaders continuously strive to engage in new market spaces by developing and engaging in an innovative culture so as to differentiate themselves from their rivals. With contributions from scholars and practitioners, this Handbook provides evidence-based case studies to identify workplace innovation practices in developed and developing countries. Chapters are based on an organizational innovation framework and focuses on two major areas: the determinants of innovation and the process and outcome elements. It covers in-depth, cutting edge specialised topics such as frugal innovation, innovation associated with leadership as well as numerous organisational contexts such as for-profit and not for profit sectors and small, medium and large organisations. Essential reading for any student or scholar of innovation studies, this handbook provides novel coverage of innovation practices linked to organizational variables such as culture, ethics, leadership and performance.
The Palgrave Handbook Of Interactive Marketing
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Author : Cheng Lu Wang
language : en
Publisher: Springer Nature
Release Date : 2023-01-25
The Palgrave Handbook Of Interactive Marketing written by Cheng Lu Wang and has been published by Springer Nature this book supported file pdf, txt, epub, kindle and other format this book has been release on 2023-01-25 with Business & Economics categories.
Interactive marketing, as one of the fastest growing academic fields in contemporary business world, is the multi-directional value creation and mutual-influence marketing process through active customer connection, engagement, participation and interaction. Contemporary interactive marketing has moved beyond the scope of direct marketing or digital marketing, as the market is becoming a forum for conversations and interactions among connected actors or participants in platform ecosystems. The advancement of mobile technology with interactive content and personalized experience makes interactive marketing the new normal in the business world. This handbook contains the most comprehensive and cutting-edge knowledge in the interactive marketing field. The 41 chapters that are divided into eight sections cover all aspects of contemporary interactive marketing realm, including social media and influencer marketing, big data and machine learning in predictive analytics, mobile marketing and proximity marketing, interactive digital marketing and Omnichannel marketing, AI, VR and AR in business applications. With a focal point on interactive marketing, this handbook takes a multidiscipline perspective, from new technology innovations, social media and platform application, economic and cultural impacts, social and psychological analysis, and management and information system. This book provides a timely and comprehensive textbook companion and/or course project resource for college educators and students used for variety of graduate and undergraduate marketing courses, such as Digital Marketing, Internet Marketing, Social Media Marketing, New Media Communication, Marketing Analytics and Marketing Management, etc. It offers valuable references for academic researchers who are interesting conducting and publishing in interactive marketing research. The state-of-art review and emerging new trends presented in the book are particularly useful for research idea generation and conceptual development. The book also putts forward insightful guidelines and practical tools for business management in the application of new interactive marketing strategies and applications in the real world practices. Chapter 41 “Ethical Considerations in Gamified Interactive Marketing Praxis” is available open access under a Creative Commons Attribution 4.0 International License via link.springer.com.
The Palgrave Handbook Of Language And Crisis Communication In Sub Saharan Africa
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Author : Ernest Jakaza
language : en
Publisher: Springer Nature
Release Date : 2024-06-17
The Palgrave Handbook Of Language And Crisis Communication In Sub Saharan Africa written by Ernest Jakaza and has been published by Springer Nature this book supported file pdf, txt, epub, kindle and other format this book has been release on 2024-06-17 with Language Arts & Disciplines categories.
This handbook provides a detailed and sustained examination of the scope, purpose and practical application of crisis and disaster management communication in this critical region of the African continent, sub-Saharan Africa (SSA). The volume lays the foundation that enables a nuanced appreciation of two significant issues. The first pertains to SSA’s vulnerability to both natural and man-made phenomena. Secondly, it argues that communication plays a critical role in so far as the identification, social construction, raising awareness, preparation, mitigation and eradication of crises and disasters in the region. Communication plays a critical role in potentially reducing the impacts of crises and disasters before their occurrence. This handbook is a key resource for academics, students and practitioners in areas such as political communication, media communication, language and communication, brand communication, social/digital media communication, and crisis communication, among others.
Data Driven Customer Experience Transformation
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Author : Mohamed Zaki
language : en
Publisher: Kogan Page Publishers
Release Date : 2025-04-03
Data Driven Customer Experience Transformation written by Mohamed Zaki and has been published by Kogan Page Publishers this book supported file pdf, txt, epub, kindle and other format this book has been release on 2025-04-03 with Business & Economics categories.
We are living in an experience-driven economy, where the customer's experience is paramount and even beloved brands risk losing market share due to a single negative customer experience. In our technology-led, omnichannel environment, one of the biggest risks for brands is a lack of consistency in their customer experience across digital, physical and social channels. Data-driven Customer Experience Transformation provides insights and frameworks for creating delightful customer experiences across all three channels, by leveraging data and the latest technologies. Using cutting-edge research from the Cambridge Service Alliance, at the University of Cambridge, this book explores the importance of omnichannel customer-centricity across all sectors and takes you on a journey from setting your strategy, through designing and managing your customer experiences in real-time. It explores how AI can be used to identify opportunities and predict engagement, as well as how to use data to understand customer loyalty, forge stronger customer relationships and drive growth. By combining academic rigour with real-world examples from leading companies such as Microsoft, KFC and Emirates Airline, this book is the ultimate guide to designing and implementing an exceptional data-driven customer experience across all channels, whether you work in B2B, B2C or public services.