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Author: J. Teboul
Publisher: Palgrave Macmillan
ISBN: 9781349282494
Category : Business & Economics
Languages : en
Pages : 0
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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: Palgrave Macmillan
ISBN: 9781349282494
Category : Business & Economics
Languages : en
Pages : 0
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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: Erving Goffman
Publisher: Anchor
ISBN: 0593468295
Category : Social Science
Languages : en
Pages : 335
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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: 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: 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: Renu Agarwal
Publisher: Springer
ISBN: 144716590X
Category : Technology & Engineering
Languages : en
Pages : 858
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Book Description
Bringing together some of the world’s leading thinkers, academics and professionals to provide practitioners, students and academicians with comprehensive insights into implementing effective service innovation. This book presents service innovation holistically and systemically across various service areas, including health, education, tourism, hospitality, telecommunications, and retail. It addresses contemporary issues through conceptual and applied contributions across industry, academia, and government, providing insights for improved practice and policy making. Featuring cutting-edge research contributions, practical examples, implementations and a select number of case studies across several growth service industries, this book also includes examples of failed service innovation attempts in order to demonstrate a balanced view of the topic and to make clear the pitfalls to be avoided. Culminating in a suggested step-by-step guide to enable service organization’s managers to understand and implement the concepts of service innovation and manage its evolutionary processes effectively, this book will prove a valuable resource to a wide reaching audience including researchers, practitioners, managers, and students who aspire to create a deeper scientific foundation for service design and engineering, service experience and marketing, and service management and innovation. Includes endorsements from professionals in the field of service innovation.
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: Waldemar Karwowski
Publisher: John Wiley & Sons
ISBN: 0470382414
Category : Technology & Engineering
Languages : en
Pages : 672
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Book Description
What you need to know to engineer the global service economy. As customers and service providers create new value through globally interconnected service enterprises, service engineers are finding new opportunities to innovate, design, and manage the service operations and processes of the new service-based economy. Introduction to Service Engineering provides the tools and information a service engineer needs to fulfill this critical new role. The book introduces engineers as well as students to the fundamentals of the theory and practice of service engineering, covering the characteristics of service enterprises, service design and operations, customer service and service quality, web-based services, and innovations in service systems. Readers explore such key aspects of service engineering as: The role of service science in developing a smarter planet Service enterprises, including: enterprise value creation, architecture of service organizations, service enterprise modeling, and the application of methods of systems engineering to services Service design, including collaborative e-service systems and the new service development process Service operations and management, including service call centers Service quality, from design operations to customer relations Web-based services and technology in the global e-organization Innovation in service systems from service engineering to integrative solutions, service-oriented architecture solutions, and technology transfer streams With chapters written by fifty-seven specialists and edited by bestselling authors Gavriel Salvendy and Waldemar Karwowski, Introduction to Service Engineering uses numerous examples, problems, and real-world case studies to help readers master the knowledge and the skills required to succeed in service engineering.
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: Jochen Wirtz
Publisher: World Scientific
ISBN: 1944659072
Category : Business & Economics
Languages : en
Pages : 704
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Book Description
Winning in Service Markets: Success through People, Technology, and Strategy is the first practitioner book in the market to cover the key aspects of services marketing and management based on sound academic evidence and knowledge. Derived from the globally leading textbook for Services Marketing by the same author, this book offers a comprehensive overview of extant knowledge on the topic. Accessible and practical, Winning in Service Markets bridges the gap between cutting-edge academic research and industry practitioners, and features best practices and latest trends on services marketing and management from around the world.
Author: Ching M. Chang
Publisher: John Wiley & Sons
ISBN: 1119507545
Category : Technology & Engineering
Languages : en
Pages : 720
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Book Description
The ultimate instructional guide to achieving success in the service sector Already responsible for employing the bulk of the U.S. workforce, service-providing industries continue to increase their economic dominance. Because of this fact, these companies are looking for talented new service systems engineers to take on strategic and operational challenges. This instructional guide supplies essential tools for career seekers in the service field, including techniques on how to apply scientific, engineering, and business management principles effectively to integrate technology into the workplace. This book provides: Broad-based concepts, skills, and capabilities in twelve categories, which form the "Three-Decker Leadership Architecture," including creative thinking and innovations in services, knowledge management, and globalization Materials supplemented and enhanced by a large number of case studies and examples Skills for successful service engineering and management to create strategic differentiation and operational excellence for service organizations Focused training on becoming a systems engineer, a critically needed position that, according to a 2009 Moneyline article on the best jobs in America, ranks at the top of the list Service Systems Management and Engineering is not only a valuable addition to a college classroom, but also an extremely handy reference for industry leaders looking to explore the possibilities presented by the expanding service economy, allowing them to better target strategies for greater achievement.
