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Author: Eberhard Eugen Scheuing
Publisher: Amacom Books
ISBN: 9780814401194
Category : Business & Economics
Languages : en
Pages : 550
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Book Description
Service quality has emerged center stage as a global force. The Service Quality Handbook provides both a panoramic overview of the state of the art in service quality and an invaluable compendium of information on this critical topic. The list of contributors to this cutting-edge reference reads like a Who's Who in Service Quality - all movers and shakers in the business, academic, and government communities in the United States, Canada, Europe, and Japan. These leading experts provide global and multidisciplinary perspectives that will inspire and inform everyone who is working to achieve and sustain competitive advantage and superior organizational performance in a turbulent world. Topics covered range from the evolution of service quality and the growing impact of the Baldrige Award to process management and quality in government services. At the heart of The Handbook are time-tested concepts, strategies, methods, and tools that translate into guidelines and action ideas for creating the quality vision, developing service quality systems, enhancing the role of employees in service quality, understanding and managing customers, and measuring and reinforcing service quality. The 41 chapters of The Handbook add up to the most in-depth, up-to-the-minute information available on service quality today. Whether you're an executive, manager, or consultant in a service or manufacturing company, this visionary yet practical guide will help you teach service quality concepts and strategies; build quality awareness and commitment among employees at all levels; introduce benchmarking practices and processes; make effective use of self-managed teams; improve quality through strategic alliances; and reinforce service quality through service guarantees, recognition, and rewards. This unique collection has no competition. Use The Service Quality Handbook as your road map to enhanced customer satisfaction and greater profitability.
Author: Eberhard Eugen Scheuing
Publisher: Amacom Books
ISBN: 9780814401194
Category : Business & Economics
Languages : en
Pages : 550
Get Book Here
Book Description
Service quality has emerged center stage as a global force. The Service Quality Handbook provides both a panoramic overview of the state of the art in service quality and an invaluable compendium of information on this critical topic. The list of contributors to this cutting-edge reference reads like a Who's Who in Service Quality - all movers and shakers in the business, academic, and government communities in the United States, Canada, Europe, and Japan. These leading experts provide global and multidisciplinary perspectives that will inspire and inform everyone who is working to achieve and sustain competitive advantage and superior organizational performance in a turbulent world. Topics covered range from the evolution of service quality and the growing impact of the Baldrige Award to process management and quality in government services. At the heart of The Handbook are time-tested concepts, strategies, methods, and tools that translate into guidelines and action ideas for creating the quality vision, developing service quality systems, enhancing the role of employees in service quality, understanding and managing customers, and measuring and reinforcing service quality. The 41 chapters of The Handbook add up to the most in-depth, up-to-the-minute information available on service quality today. Whether you're an executive, manager, or consultant in a service or manufacturing company, this visionary yet practical guide will help you teach service quality concepts and strategies; build quality awareness and commitment among employees at all levels; introduce benchmarking practices and processes; make effective use of self-managed teams; improve quality through strategic alliances; and reinforce service quality through service guarantees, recognition, and rewards. This unique collection has no competition. Use The Service Quality Handbook as your road map to enhanced customer satisfaction and greater profitability.
Author: Stefan Seuring
Publisher: Springer Science & Business Media
ISBN: 9783790815009
Category : Business & Economics
Languages : en
Pages : 452
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Book Description
Supply Chain Management and Cost Management are important developments helping companies to respond to increased global competition and demanding customer needs. Within the 23 chapters of the book, more than 35 authors provide insights into new concepts for cost control in supply chains. The frameworks presented are illustrated with case studies from the automotive, textile, white goods, and transportation industry as well as from retailing. Academics will benefit from the wide range of approaches presented, while practitioners will learn from the examples how their own company and the supply chains which they compete in, can be brought to lower costs and better performance.
Author: Gary Goertz
Publisher: Princeton University Press
ISBN: 0691149712
Category : Political Science
Languages : en
Pages : 248
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Book Description
Some in the social sciences argue that the same logic applies to both qualitative and quantitative methods. In A Tale of Two Cultures, Gary Goertz and James Mahoney demonstrate that these two paradigms constitute different cultures, each internally coherent yet marked by contrasting norms, practices, and toolkits. They identify and discuss major differences between these two traditions that touch nearly every aspect of social science research, including design, goals, causal effects and models, concepts and measurement, data analysis, and case selection. Although focused on the differences between qualitative and quantitative research, Goertz and Mahoney also seek to promote toleration, exchange, and learning by enabling scholars to think beyond their own culture and see an alternative scientific worldview. This book is written in an easily accessible style and features a host of real-world examples to illustrate methodological points.
Author: Nandita Farhad
Publisher: Linköping University Electronic Press
ISBN: 917685020X
Category :
Languages : sv
Pages : 318
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Book Description
This PhD thesis approaches the phenomenon of supply chain governance for social sustainability in the ready-made garment industry in Bangladesh. This research is based on a study of eight large multinational corporations (e.g. clothing brands and retailers) and their ready-made garment suppliers. The purpose of this research is to understand how supply chain governance mechanisms and governance structures improve social sustainability performance when stakeholders are engaged. The study identifies four main governance systems, namely, market-based, hierarchical controlbased, collaborative multi-stakeholder-based and relational cross-sectoral-based. These governance systems are employed in the supply chain by the multinational corporations in combination with different stakeholders, such as suppliers, multi-stakeholder-initiatives, and non-government organisations. The study focuses on the challenges faced by the multinational corporations to ensure social sustainability, whilst at the same time, incorporating suppliers’ viewpoints on the consequences of different governance systems for social sustainability. This research shows the choice of governance structures from market-based, hierarchy-based, collaboration-based and relational-based depend on the cost of managing relationships with the stakeholders and potential risks of governance in a given situation. An effective governance structure for a multinational corporation in a particular context is determined by how well the structure supports governance mechanisms to reduce associated transaction risks that results from potential opportunistic behaviour of the suppliers. In this research, it is argued that governance structure provides the platform for practicing a set of governance mechanisms. The study claims that social sustainability governance incorporates three mechanisms with separate outcomes: one consists of buyer-driven control-based mechanisms which include codes of conduct, supplier assessment and monitoring, and supplier training for regular social compliance; the second consists of multi-stakeholder-based governance mechanisms for structural compliance when unexpected problems occur, for example, building collapse, electrical and fire safety risks emerge; and the third comprises cross-sectoral governance mechanisms when the multinational corporations involve with non-government organisations for social development of the garment workers and community by facilitating drinking water, health-hygiene, education, and so on. This thesis contributes to the Sustainable Supply Chain Management literature by expanding knowledge of supply chain governance through bringing an understanding of governance mechanisms, governance structures and stakeholder engagements for social sustainability. As the demand for supply chain governance for social sustainability are growing, this thesis can help responsible corporate sourcing managers to develop a deeper understanding of how supply chain governance can affect social sustainability. Denna doktorsavhandling tar sig an fenomenet leverantörsstyrning för social hållbarhet i klädindustrin i Bangladesh. Forskningen baseras på en studie av åtta stora multinationella företag, tillika återförsäljare av kläder och välkända klädmärken. Syftet med studien är att förstå hur leverantörsstyrningsmekanismer och styrstrukturer kan förbättra socialt hållbarhetsarbete när flera aktörer är engagerade och samverkar. Resultatet av studien indikerar att multinationella företag de facto engagerar sig med andra aktörer för att förbättra sin förmåga att bedriva socialt hållbarhetsarbete. Studien identifierar fyra olika typer av leverantörsstyrsystem: ett marknadsbaserat, ett hierarkiskt kontrollbaserat, ett kollaborativt multi-intressentbaserat samt ett relationellt sektorsövergripande system. Dessa styrningssystem tillämpas i leverantörskedjan av de multinationella företagen i samarbete med andra aktörer såsom leverantörer, ‘multi-intressentinitiativ’ och icke-statliga organisationer. Studien fokuserar dels på de utmaningar som föreligger för de multinationella företagen när det gäller att säkerställa social hållbarhet, dels på hur leverantörer uppfattar konsekvenserna av de olika styrningssystemen för social hållbarhet. Denna forskning visar att valet av styrstruktur, från marknadsbaserad, hierarkibaserad, kollaborativ och relationell är beroende dels av kostnaden för att hantera och upprätthålla relationer med de olika aktörerna, dels av de potentiella riskerna som föreligger i en viss situation. Vad som utgör en effektiv styrstruktur för ett multinationellt företag i en viss given kontext avgörs av hur väl strukturen stödjer styrningsmekanismer för att reducera transaktionsrisker som bottnar i ett potentiellt opportunistiskt beteende hos leverantörerna. I denna forskning argumenteras det för att struktur ger en plattform för att tillämpa ett antal styrningsmekanismer. Studien visar att styrning av social hållbarhet omfattar tre typer av mekanismer med olika utgång. En består av köparstyrda styrningsmekanismer som omfattar uppförandekoder, leverantörskontroll och leverantörsutbildning. Den andra består av multi-initiativbaserade styrningsmekanismer av hur det strukturella arbetet för att hantera oväntade problem (t.ex. bygg-, el- och brandsäkerhetsrisker) efterföljs. Det tredje omfattar sektorsövergripande styrningsmekanismer där de multinationella företagen samverkar med lokala icke-statliga organisationer i projekt som syftar till social utveckling (tillgång till rent vatten, hälso- & utbildningsinsatser, etc.) för fabriksarbetarna och det omgivande samhället. Denna avhandling bidrar till Sustainable Supply Chain Management-litteraturen då den utvidgar kunskapen om leverantörsstyrning för social hållbarhet genom en den ger en ökad förståelse för styrningsmekanismer, styrstrukturer och olika aktörers engagemang för social hållbarhet. I takt med att behovet av leverantörsstyrning för social hållbarhet ökar kan denna avhandling hjälpa ansvariga ‘corporate sourcing managers’ att utveckla en fördjupad förståelse för hur leverantörsstyrning kan påverka social hållbarhet.
Author: Dean Tjosvold
Publisher: Reading, Mass. ; Don Mills, Ont. : Addison-Wesley Publishing Company
ISBN:
Category : Business & Economics
Languages : en
Pages : 220
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Book Description
Author: Anshu Saxena Arora
Publisher: Springer Nature
ISBN: 3030304213
Category : Business & Economics
Languages : en
Pages : 172
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Book Description
In today’s ever-changing global world, there is a permanent need for anticipating new and evolving customer needs, resource supply constraints, and dynamically changing employee expectations. Sustainable innovation applies to products, services, and technologies as well as new business and organization models. This book provides insights into sustainable innovation trends in various marketing- and management-related fields. Authors critically investigate, amongst others, the sustainability impact of disruptive product design and innovative collaboration solutions within buyer-supplier relationships, along with innovative organizational processes to promote sustainable well-being-productivity synergy in a VUCA world. This volume is a uniquely positioned contribution of interrelated research articles on the sustainability-driven innovation needed for organizational health and future viability.
Author: Pantea Foroudi
Publisher: Emerald Group Publishing
ISBN: 1800718977
Category : Business & Economics
Languages : en
Pages : 601
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Book Description
The Emerald Handbook of Multi-Stakeholder Communication gathers an international, multidisciplinary team of experts to explore effective brand messaging for multiple stakeholders, utilizing a diverse array of theoretical and methodological approaches that cumulatively present an up-to-date overview of the whole field.
Author: Edward Wilson Davis
Publisher: FT Press
ISBN: 0130082740
Category : Business & Economics
Languages : en
Pages : 280
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Book Description
Today, constellations of firms ally against each other--and the firm that stands alone, may fail alone. Now there's a start-to-finish guide to the opportunities facing extended enterprises. This book show why extended enterprises demand radically new buyer-supplier relationships, why traditional business structures inhibit alliances, and how to develop the competencies a company needs.
Author: Mitchel Y. Abolafia
Publisher: Harvard University Press
ISBN: 0674006887
Category : Business & Economics
Languages : en
Pages : 178
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Book Description
"In the wake of million-dollar scandals brought about by Michael Milken, Ivan Boesky, and their like, Wall Street seems like the province of rampant individualism operating at the outermost extremes of self-interest and greed. But this, Mitchel Abolafia suggests, would be a case of missing the real culture of the Street for the characters who dominate the financial news. Making Markets, an ethnography of Wall Street culture, offers a more complex picture of how the market and its denizens work. Not merely masses of individuals striving independently, markets appear here as socially constructed institutions in which the behavior of traders is suspended in a web of customs, norms, and structures of control. Within these structures we see the actions that led to the Drexel Burnham and Salomon Brothers debacles not as bizarre aberrations, but as mere exaggerations of behavior accepted on the Street. Abolafia looks at three subcultures that coexist in the world of Wall Street: the stock, bond, and futures markets. Through interviews, anecdotes, and the author’s skillful analysis, we see how traders and New York Stock Exchange “specialists” negotiate the perpetual tension between short-term self-interest and long-term self-restraint that marks their respective communities—and how the temptation toward excess spurs market activity. We also see the complex relationships among those market communities—why, for instance, NYSE specialists resent the freedoms permitted over-the-counter bond traders and futures traders. Making Markets shows us that what propels Wall Street is not a fundamental human drive or instinct, but strategies enacted in the context of social relationships, cultural idioms, and institutions—a cycle that moves between phases of unbridled self-interest and collective self-restraint."
Author: Florian Schupp
Publisher: Springer Nature
ISBN: 3030435024
Category : Business & Economics
Languages : en
Pages : 326
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Book Description
This book was created in the spirit of learning from nature in the field of professional purchasing. It describes real-world purchasing problems faced by companies as well as individuals and presents natural hands-on solutions that apply scientific approaches. The book answers what the core of purchasing could be, the inner structure of it or in other words the natural way. Nature masters effectiveness based on immanent laws and ensures efficiency by best results for minimal invest. Especially in complex and ambiguous situations, purchasers benefit from this book by understanding the broader context with the help of recent scientific research. Focusing on the problems that purchasers face in managerial practice rather than oversimplified generalizations, the book features step-by-step explanations, allowing readers to find tailored solutions to address challenges in key purchasing areas. The book was written in collaboration and with the help of experts in purchasing and logistics, biology, law and economics, human resource development, media and sports, and merges perspectives from theory and practice to provide natural strategies for purchasers.
