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Author: J. Teboul
Publisher: Springer
ISBN: 0230579477
Category : Business & Economics
Languages : en
Pages : 169
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Book Description
This book contains a simple but powerful definition of services based upon a separation between back-stage and front-stage activities. Services deal with front interactions, production and manufacturing with back-stage operations. Teboul uses this distinction to systematically explore the important issues of the field.
Author: J. Teboul
Publisher: Springer
ISBN: 0230579477
Category : Business & Economics
Languages : en
Pages : 169
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Book Description
This book contains a simple but powerful definition of services based upon a separation between back-stage and front-stage activities. Services deal with front interactions, production and manufacturing with back-stage operations. Teboul uses this distinction to systematically explore the important issues of the field.
Author: Raymond Alan Friedman
Publisher: MIT Press
ISBN: 9780262061674
Category : Business & Economics
Languages : en
Pages : 284
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Book Description
In this carefully detailed and rigorous study of the social processes of labor negotiations, the author uncovers the pressures and motivations felt by negotiators, showing why the bargaining process persists largely in its traditional form despite frequent calls for change. Raymond Friedman approaches labor negotiations with a conviction that negotiators are situated in a social network that greatly influences bargaining styles. In this carefully detailed and rigorous study of the social processes of labor negotiations, he uncovers the pressures and motivations felt by negotiators, showing why the bargaining process persists largely in its traditional form despite frequent calls for change. Friedman first focuses on the social structure of labor negotiations and the logic of the traditional negotiation process. He then looks at cases where the traditional rituals of negotiation were set aside and new forms emerged and, in the light of these examples, addresses the options for and obstacles to change.In an unusual twist Friedman describes the persistence of the traditional negotiation process by developing a dramaturgical theory in which negotiators are seen as actors who perform for teammates, constituents, and opponents. They try to convince others of their skill, loyalty, and dedication, while others expect them to play the role of opponent, representative, and leader. Friedman shows that the front-stage drama fulfills these needs and expectations, while backstage contacts between lead bargainers allow the two sides to communicate in private. The traditional labor negotiation process, he reveals, is an integrated system that allows for both private understanding and public conflict. Current efforts to change how labor and management negotiate are limited by the persistence of these roles, and are bound to fail if they do not account for the benefits as well as the flaws of the traditional rituals of negotiation. For negotiation scholars, Friedman's perspective provides an alternative to the rational-actor models that dominate the field; his dramaturgical theory is applicable to any negotiations done by groups, especially ones that face political pressures from constituents. For labor scholars, this is the first integrated theory of the negotiation process since Walton and McKersies's classic text, and one that helps unite the four elements of their model. For sociologists, the book provides an example of how a dramaturgical perspective can be used to explain the logic and persistence of a social institution. And practitioners will appreciate this explanation of why change is so difficult. Organization Studies series
Author: Erving Goffman
Publisher: Anchor
ISBN: 0593468295
Category : Social Science
Languages : en
Pages : 272
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Book Description
A notable contribution to our understanding of ourselves. This book explores the realm of human behavior in social situations and the way that we appear to others. Dr. Goffman uses the metaphor of theatrical performance as a framework. Each person in everyday social intercourse presents himself and his activity to others, attempts to guide and cotnrol the impressions they form of him, and employs certain techniques in order to sustain his performance, just as an actor presents a character to an audience. The discussions of these social techniques offered here are based upon detailed research and observation of social customs in many regions.
Author: Teresa Swartz
Publisher: SAGE
ISBN: 9780761916123
Category : Business & Economics
Languages : en
Pages : 538
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Book Description
This is a comprehensive, practical and theoretical guide to the latest thinking in the foundations of services. The authors present contributions from the world''s leading experts on services marketing and management.'
Author: Dave Gray
Publisher: "O'Reilly Media, Inc."
ISBN: 1491919434
Category : Business & Economics
Languages : en
Pages : 372
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Book Description
With a foreword by Alex Osterwalder. The future of work is already here. Customers are adopting disruptive technologies faster than your company can adapt. When your customers are delighted, they can amplify your message in ways that were never before possible. But when your company’s performance runs short of what you’ve promised, customers can seize control of your brand message, spreading their disappointment and frustration faster than you can keep up. To keep pace with today’s connected customers, your company must become a connected company. That means deeply engaging with workers, partners, and customers, changing how work is done, how you measure success, and how performance is rewarded. It requires a new way of thinking about your company: less like a machine to be controlled, and more like a complex, dynamic system that can learn and adapt over time. Connected companies have the advantage, because they learn and move faster than their competitors. While others work in isolation, they link into rich networks of possibility and expand their influence. Connected companies around the world are aggressively acquiring customers and disrupting the competition. In The Connected Company, we examine what they’re doing, how they’re doing it, and why it works. And we show you how your company can use the same principles to adapt—and thrive—in today’s ever-changing global marketplace.
Author: Liang-Jie Zhang
Publisher: Springer Science & Business Media
ISBN: 3540382844
Category : Computers
Languages : en
Pages : 363
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Book Description
This book bridges the gap between Business and IT services and proposes an original life-cycle view of the modern service industry. Major solution architectures, technologies and research methods are discussed in the lifecycle of services innovation research. The book provides readers with new research and solution methods to enable IT services and computing technology to better create and manage business services, which is the goal of Services Computing.
Author: Ben Reason
Publisher: John Wiley & Sons
ISBN: 1118988922
Category : Business & Economics
Languages : en
Pages : 214
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Book Description
A practical approach to better customer experience through service design Service Design for Business helps you transform your customer's experience and keep them engaged through the art of intentional service design. Written by the experts at Livework, this practical guide offers a tangible, effective approach for better responding to customers' needs and demands, and provides concrete strategy that can be implemented immediately. You'll learn how taking a design approach to problem solving helps foster creativity, and how to apply it to the real issues that move businesses forward. Highly visual and organized for easy navigation, this quick read is a handbook for connecting market factors to the organizational challenge of customer experience by seeing your company through the customers' eyes. Livework pioneered the service design industry, and guides organizations including Sony, the British Government, Volkswagen Procter & Gamble, the BBC, and more toward a more carefully curated customer experience. In this book, the Livework experts show you how to put service design to work in your company to solve the ongoing challenge of winning with customers. Approach customer experience from a design perspective See your organization through the lens of the customer Make customer experience an organization-wide responsibility Analyze the market factors that dovetail with customer experience design The Internet and other digital technology has brought the world to your customers' fingertips. With unprecedented choice, consumers are demanding more than just a great product—the organizations coming out on top are designing and delivering experiences tailored to their customers' wants. Service Design for Business gives you the practical insight and service design perspective you need to shape the way your customers view your organization.
Author: Harry Katzan Jr
Publisher: iUniverse
ISBN: 1532042779
Category : Business & Economics
Languages : en
Pages : 161
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Book Description
This book is a collection of papers written by the author on the subject of service. They all have been peer reviewed and written for a diverse variety of reasons. Some papers have been modified to suit a general audience, and others have simply been improved. There are some formatting differences due to the basic requirements of the various venues. The subject matter can be viewed as three separate sections: introductory, foundational, and applicative. The introductory papers are quite simple and give a gentle introduction to what the discipline of service is all about. The foundational papers provide a basis for the study of the concepts and methods of the service discipline. The applicative papers are general in nature so as to provide insight to what does and can go on in the world of service. Papers 1 and 2 fall into the first category. Papers 3, 4, and 5 are in the second category, and the remainder are in the third group. The table of contents is unique in that the entries give an abstract to the respective paper. This is an aid to a selection and gives a summary of the subject matter. The papers were assembled to support two recent books on the subject of service.
Author: Leslie Picca
Publisher: Routledge
ISBN: 1000155498
Category : Social Science
Languages : en
Pages : 365
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Book Description
Two-Faced Racism examines and explains the racial attitudes and behaviours exhibited by whites in private settings. While there are many books that deal with public attitudes, behaviours, and incidences concerning race and racism (frontstage), there are few studies on the attitudes whites display among friends, family, and other whites in private settings (backstage). The core of this book draws upon 626 journals of racial events kept by white college students at twenty-eight colleges in the United States. The book seeks to comprehend how whites think in racial terms by analyzing their reported racial events.
Author: Jochen Wirtz
Publisher: World Scientific
ISBN: 1944659811
Category : Business & Economics
Languages : en
Pages : 683
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Book Description
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.Supplementary Material Resources:Resources are available to instructors who adopt this textbook for their courses. These include: (1) Instructor's Manual, (2) Case Teaching Notes, (3) PowerPoint deck, and (4) Test Bank. Please contact
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