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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: 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: J. R. Bryson
Publisher: Edward Elgar Publishing
ISBN: 9781847205261
Category : Business & Economics
Languages : en
Pages : 520
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Book Description
'It contains an impressive array of important and useful material that should be familiar to anyone interested in economic growth and change. . . the potential value to be gained from these collected works is great.' – James E. Pratt, Growth and Change Service activities are now acknowledged as key players in economic development, societal change and public policy worldwide. This exciting Handbook not only contributes to ongoing conceptual debates about the nature of service-led economies and societies; it also pushes back the frontiers of current critical thinking about the role of service activities in urban and regional development and the important research agendas that remain to be addressed. Drawing on both theory and case studies, the contributors are international experts who have written original and stimulating chapters from a number of different disciplinary perspectives. Each chapter seeks to raise awareness of, and to provoke debates about, the opportunities and challenges presented by the shift to service employment. Providing a truly interdisciplinary analysis, The Handbook of Service Industries will be invaluable to scholars specializing in services research, as well as students and researchers in the areas of economics, geography, business and management, sociology, public policy and planning. The policy-making community will also find the Handbook a relevant and useful resource.
Author: Randy A. Steinberg
Publisher: Trafford Publishing
ISBN: 1490719563
Category : Computers
Languages : en
Pages : 291
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Book Description
What services does the IT organization really deliver? Rather than discuss the theory around what a service catalog or service portfolio is, this book gives you the actual IT service descriptions for running, operating, and managing an entire IT infrastructure. It's all here--complete service descriptions, catalog and portfolio templates, service implementation plans, service governance processes, and much more all packed into this one handbook! Just about every IT support service is described in this book. Take the service descriptions you need, mix, match and customize them to quickly create the content needed for your own service catalogs and portfolios. "Many books talk about how to build a service catalog--this book is a service catalog!" "We really struggled to identify and pull our IT services together until we saw this material--it saved us months!" "With this material, we can finally tell the business what IT actually delivers to them!" "A valuable reference resource for ITSM practitioners, service managers, CIOs, procurement managers, and anyone else sourcing the services needed to run an entire IT infrastructure operation!" "One can put together an entire IT service management operation just from the service descriptions in this book!"
Author: Jeff Toister
Publisher:
ISBN: 9780692842003
Category :
Languages : en
Pages : 188
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Book Description
Imagine you could develop a customer-focused culture so powerful that your employees always seem to do the right thing. They encourage each other, proactively solve problems, and constantly look for ways to go the extra mile. In short, imagine a workplace culture where employees were absolutely obsessed with customer service. The Service Culture Handbook is a step-by-step guide to help you develop a customer-focused culture in your company, department, or location. Whether you're just beginning your journey, or have been working on culture for years, this handbook will prepare you to take the next step. You'll receive actionable advice, straightforward exercises, and proven tools you can utilize immediately. Learn the one thing that forms the foundation of every great culture. Discover what customer-focused companies do differently to engage their employees. And explore ways to strategically align every facet of your organization with outstanding service. Creating and sustaining a customer-focused culture is a never-ending journey that takes hard work, dedication, and commitment. The Service Culture Handbook is an indispensable resource to help you and your employees stay headed in the right direction. Praise for The Service Culture Handbook: "The Service Culture Handbook provides the poignant inspiration and practical instruction for the difficult work of transforming a service culture into one that is distinctive, successful, and permanent." -Chip R. Bell, author of Kaleidoscope: Delivering Innovative Service That Sparkles "Though research continues to uncover the astonishing impact of customer-focused cultures on customer loyalty and business results, few organizations know how to get there. Jeff Toister unlocks that mystery through this practical (and fun to read!) guide to developing a culture that really works." -Brad Cleveland, founding partner and former CEO, International Customer Management Institute
Author: Paul P. Maglio
Publisher: Springer
ISBN: 3319985124
Category : Business & Economics
Languages : en
Pages : 845
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Book Description
The second volume of this successful handbook represents varied perspectives on the fast-expanding field of Service Science. The novel work collected in these chapters is drawn from both new researchers who have grown-up with Service Science, as well as established researchers who are adapting their frames for the modern service context. The first Handbook of Service Science marked the emergence of Service Science when disciplinary studies of business-to-customer service systems intertwined to meet the needs of a new era of business-to-business and global service ecosystems. Today, the evolving discipline of Service Science involves advanced technologies, such as smartphones, cloud, social platforms, big data analytics, and artificial intelligence. These technologies are reshaping the service landscape, transforming both business models and public policy, ranging from retail and hospitality to transportation and communications. By looking through the eyes of today’s new Service Scientists, it is anticipated that value and grand challenges will emerge from the integration of theories, methods, and techniques brought together in the first volume, but which are now rooted more deeply in service-dominant logic and systems thinking in this second volume. The handbook is divided into four parts: 1) Service Experience--On the Human-centered Nature of Service; 2) Service Systems–On the Nature of Service Interactions; 3) Service Ecosystems–On the Broad Context of Service; 4) Challenges–On Rethinking the Theory and Foundations of Service Science. The chapters add clarity on how to identify, enable, and measure service, thus allowing for new ideas and connections made to physics, design, computer science, and data science and analytics for advancing service innovation and the welfare of society. Handbook of Service Science, Volume II offers a thorough reference suitable for a wide-reaching audience including researchers, practitioners, managers, and students who aspire to learn about or to create a deeper scientific foundation for service design and engineering, service experience and marketing, and service management and innovation.
Author: Eileen Bridges
Publisher: Routledge
ISBN: 135124521X
Category : Business & Economics
Languages : en
Pages : 620
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Book Description
The Routledge Handbook of Service Research Insights and Ideas offers authoritative coverage of current scholarship in the expanding discipline of service research. Original chapters from the world’s leading specialists in the discipline explore foundations and innovations in services, highlighting important issues relating to service providers, customers, and service design. The volume goes beyond previous publications by drawing together material from different functional areas, including marketing, human resource management, and service process design and operations. These topics are important in helping readers become knowledgeable about how different functional areas interact to create a successful customer experience. This book is ideal as a first port of call for postgraduate students desiring to get up to speed quickly in the services discipline. It is also a must-read for academics new to services who want to access cutting-edge research.
Author: Stephen L. Vargo
Publisher: SAGE
ISBN: 152645548X
Category : Business & Economics
Languages : en
Pages : 801
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Book Description
The SAGE Handbook of Service-Dominant Logic, edited by Robert Lusch and Stephen Vargo, is an authoritative guide to scholars across disciplines who are conducting or wish to conduct research on S-D logic.
Author: Roger Greeno
Publisher: Routledge
ISBN: 1136442944
Category : Technology & Engineering
Languages : en
Pages : 648
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Book Description
* Ideal for students on general construction and building services courses * Each topic presented concisely using plain language and clear drawings * Incorporates updated references to relevant regulations and practice standards * Includes established and contemporary practice * Website resources available Building Services Handbook summarises the application of all common elements of building services practice, technique and procedure, to provide an essential information resource for students as well as practitioners working in building services, building management and the facilities administration and maintenance sectors of the construction industry. Information is presented in the highly illustrated and accessible style of the best-selling companion title Building Construction Handbook. This new edition contains extended information on water system components, control systems for hot water and heating, ventilation and air conditioning, drainage, gas appliance flues and further examples of design calculations. It has been revised and expanded to take into account recent amendments to the Building Regulations Approved Documents and guidance from British and European Standards. Online lecture facilities include PowerPoint slides illustrating a selection of services areas, providing key diagrams for use with presentations and handouts. THE comprehensive reference for all construction and building services students, Building Services Handbook is ideal for a wide range of courses including NVQ and BTEC National through Higher National Certificate and Diploma to Foundation and three-year Degree level. The clear illustrations and complementary references to industry Standards combine essential guidance with a resource base for further reading and development of specific topics. Roger Greeno is a well-known author of construction texts. He has extensive practical and consultancy experience in the industry, in addition to lecturing at several colleges of further and higher education, and the University of Portsmouth. He has also examined for City & Guilds, Edexcel, the Chartered Institute of Building and the University of Reading. Fred Hall’s books on Building Services have helped thousands of students gain their qualifications and pass exams. He was formerly a Senior Lecturer at Guildford College.
Author: Darren E. Lund
Publisher: John Wiley & Sons
ISBN: 1119144361
Category : Education
Languages : en
Pages : 509
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Book Description
A comprehensive guide to service-learning for social justice written by an international panel of experts The Wiley International Handbook of Service-Learning for Social Justice offers a review of recent trends in social justice that have been, until recently, marginalized in the field of service-learning. The authors offer a guide for establishing and nurturing social justice in a variety of service-learning programs, and show that incorporating the principles of social justice in service-learning can empower communities to resist and disrupt oppressive power structures, and work for solidarity with host and partner communities. With contributions from an international panel of experts, the Handbook contains a critique of the field’s roots in charity; a review of the problematization of Whitenormativity, paired with the bolstering of diverse voices and perspectives; and information on the embrace of emotional elements including tension, ambiguity, and discomfort. This important resource: Considers the role of the community in service-learning and other community‐engaged models of education and practice Explores the necessity of disruption and dissonance in service-learning Discusses a number of targeted issues that often arise in service-learning contexts Offers a practical guide to establishing and nurturing social justice at the heart of an international service-learning program Written for advanced undergraduate students, graduate students, scholars, and educators, The Wiley International Handbook of Service-Learning for Social Justice highlights social justice as a conflict‐ridden struggle against inequality, xenophobia, and oppression, and offers practical suggestions for incorporating service-learning programs in various arenas.
Author: Stephan Reiff-Marganiec
Publisher:
ISBN: 9781613504345
Category : Business
Languages : en
Pages : 583
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Book Description
"This book unites different approaches and methods used to describe, map, and use non-functional properties and service level agreements"--Provided by publisher.
