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Author: Janine Frauendorf
Publisher: Springer Science & Business Media
ISBN: 3835094475
Category : Business & Economics
Languages : en
Pages : 314
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Book Description
Janine Frauendorf analyzes how customer processes can be used to optimize the overall service process. Her focus is on the service blueprint: Originally a tool for the design and optimization of the service operator’s internal process, it is now extended taking into account the customer process aspect. She presents significant implications for services research and helpful suggestions for business practice.
Author: Janine Frauendorf
Publisher: Springer Science & Business Media
ISBN: 3835094475
Category : Business & Economics
Languages : en
Pages : 314
Get Book Here
Book Description
Janine Frauendorf analyzes how customer processes can be used to optimize the overall service process. Her focus is on the service blueprint: Originally a tool for the design and optimization of the service operator’s internal process, it is now extended taking into account the customer process aspect. She presents significant implications for services research and helpful suggestions for business practice.
Author: Nicholas Remis
Publisher:
ISBN: 9780998399102
Category :
Languages : en
Pages : 51
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Book Description
From essential elements to the finer points of evolution planning, this guide has everything you need to start creating and using your own service blueprints.
Author: Marc Stickdorn
Publisher: "O'Reilly Media, Inc."
ISBN: 1491927135
Category : Business & Economics
Languages : en
Pages : 1156
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Book Description
How can you establish a customer-centric culture in an organization? This is the first comprehensive book on how to actually do service design to improve the quality and the interaction between service providers and customers. You'll learn specific facilitation guidelines on how to run workshops, perform all of the main service design methods, implement concepts in reality, and embed service design successfully in an organization. Great customer experience needs a common language across disciplines to break down silos within an organization. This book provides a consistent model for accomplishing this and offers hands-on descriptions of every single step, tool, and method used. You'll be able to focus on your customers and iteratively improve their experience. Move from theory to practice and build sustainable business success.
Author: Cengiz Haksever
Publisher: Pearson Education
ISBN: 0133088774
Category : Business & Economics
Languages : en
Pages : 510
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Book Description
Includes bibliographical references and index.
Author:
Publisher: CABI
ISBN: 9780851990446
Category : Business & Economics
Languages : en
Pages : 228
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Book Description
Consumer satisfaction is a key issue for all those involved in tourism and hospitality services. Through a multitude of case studies this book explores the challenges of managing tourism and hospitality businesses in order to produce maximum customer satisfaction. It outlines the various frameworks available for the study of tourist satisfaction, before examining service delivery systems and definitions of quality. It then discusses the role that marketing can play in tourism and hospitality services, and the ways in which hospitality and tourism services can be improved. The book contains examples of customer dissatisfaction, and examples of organisations that have succeeded in providing profitable services with high levels of customer loyalty.
Author: Tomohiko Sakao
Publisher: Springer Science & Business Media
ISBN: 1848829094
Category : Technology & Engineering
Languages : en
Pages : 287
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Book Description
"Introduction to Product/Service-System Design" contains a collection of practical examples demonstrating how to design a PSS in industry. These recent examples are the results of applying various theories developed in different countries and therefore accommodating diverse cultural differences. Providing a useful overall guide to the state of the art in theory and practice, each chapter covers the cutting edge of a different methodology or practice. The book’s focus on design is also evident in the discussion of how to anticipate and utilize the various dynamics within each dimension. "Introduction to Product/Service-System Design" will help improve working processes and inspire creative thinking for the wide range of people involved in designing a PSS: designers, marketing professionals, sales staff, production engineers, and service engineers. It can also serve as a reference book for university students on advanced courses.
Author: James Kalbach
Publisher: "O'Reilly Media, Inc."
ISBN: 1492076589
Category : Computers
Languages : en
Pages : 744
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Book Description
Customers who have inconsistent experiences with products and services are understandably frustrated. But it's worse for organizations that can't pinpoint the causes of these problems because they're too focused on processes. This updated book shows your team how to use alignment diagrams to turn valuable customer observations into actionable insight. With this powerful technique, you can visually map existing customer experience and envision future solutions. Designers, product and brand managers, marketing specialists, and business owners will discover how experience diagramming helps you determine where business goals and customer perspectives intersect. Armed with this insight, you can provide the people you serve with real value. Mapping experiences isn't just about product and service design; it's about understanding the human condition. Emphasize recent changes in business using the latest mapping techniques Create diagrams that account for multichannel experiences as well as ecosystem design Understand how facilitation is increasingly becoming part of mapping efforts, shifting the focus from a deliverable to actionability Explore ways to apply mapping of all kinds to noncommercial settings, such as helping victims of domestic violence
Author: Marcello La Rosa
Publisher: Springer
ISBN: 3642362850
Category : Computers
Languages : en
Pages : 837
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Book Description
This book constitutes the refereed proceedings of 12 international workshops held in Tallinn, Estonia, in conjunction with the 10th International Conference on Business Process Management, BPM 2012, in September 2012. The 12 workshops comprised Adaptive Case Management and Other Non-Workflow Approaches to BPM (ACM 2012), Business Process Design (BPD 2012), Business Process Intelligence (BPI 2012), Business Process Management and Social Software (BPMS2 2012), Data- and Artifact-Centric BPM (DAB 2012), Event-Driven Business Process Management (edBPM 2012), Empirical Research in Business Process Management (ER-BPM 2012), Process Model Collections (PMC 2012), Process-Aware Logistics Systems (PALS 2012), Reuse in Business Process Management (rBPM 2012), Security in Business Processes (SBP 2012), and Theory and Applications of Process Visualization (TAProViz 2012). The 56 revised full papers presented were carefully reviewed and selected from 141 submissions.
Author: Bill Hollins
Publisher: SAGE
ISBN: 1848604661
Category : Business & Economics
Languages : en
Pages : 312
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Book Description
`Bill Hollins continues his practical investigation of design in the service sector. In this new book with Sadie Shinkins, he provides a down to earth approach to an important topic in the field′ - Naomi Gornick, Honorary Professor, University of Dundee Guiding readers through each stage in the design and implementation of service operations, this book combines lively examples that are easy to relate to with clearly explained theory. Throughout, chapters contain pedagogical features that will help students to get the most from the ideas and examples being presented in the book. They include: - Chapter objectives; - Short cases; - Student exercises; - Chapter summaries; - Further reading section; - A glossary of key terms.
Author: Balaji B.
Publisher: S. Chand Publishing
ISBN: 9788121921619
Category : Business & Economics
Languages : en
Pages : 452
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Book Description
Concept Of Service | Service Characterristics | Service Expectations | The Service Product | Service Location | Pricing For Services | Promotion Services | The Service Process| Physical Evidence | People And Services | Internal Versus External Marketing |
