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Author: Jochen Wirtz
Publisher: FT Press
ISBN: 0133358976
Category : Business & Economics
Languages : en
Pages : 1383
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Book Description
Make it easy for students to understand: Clear, Simple Language and Visual Learning Aids The authors use simple English and short sentences to help students grasp concepts more easily and quickly. The text consists of full-colored learning cues, graphics, and diagrams to capture student attention and help them visualize concepts. Know Your ESM presents quick review questions designed to help students consolidate their understanding of key chapter concepts. Make it easy for students to relate: Cases and Examples written with a Global Outlook The first edition global outlook is retained by having an even spread of familiar cases and examples from the world’s major regions: 40% from American, 30% from Asia and 30% from Europe. Help students see how various concepts fit into the big picture: Revised Framework An improved framework characterized by stronger chapter integration as well as tighter presentation and structure. Help instructors to prepare for lessons: Enhanced Instructor Supplements Instructor’s Manual: Contain additional individual and group class activities. It also contains chapter-by-chapter teaching suggestions. Powerpoint Slides: Slides will feature example-based teaching using many examples and step-by-step application cases to teach and illustrate chapter concepts. Test Bank: Updated Test Bank that is Test Gen compatible. Video Bank: Corporate videos and advertisements help link concept to application. Videos will also come with teaching notes and/or a list of questions for students to answer. Case Bank: Cases can be in PDF format available for download as an Instructor Resource.
Author: Jochen Wirtz
Publisher: FT Press
ISBN: 0133358976
Category : Business & Economics
Languages : en
Pages : 1383
Get Book Here
Book Description
Make it easy for students to understand: Clear, Simple Language and Visual Learning Aids The authors use simple English and short sentences to help students grasp concepts more easily and quickly. The text consists of full-colored learning cues, graphics, and diagrams to capture student attention and help them visualize concepts. Know Your ESM presents quick review questions designed to help students consolidate their understanding of key chapter concepts. Make it easy for students to relate: Cases and Examples written with a Global Outlook The first edition global outlook is retained by having an even spread of familiar cases and examples from the world’s major regions: 40% from American, 30% from Asia and 30% from Europe. Help students see how various concepts fit into the big picture: Revised Framework An improved framework characterized by stronger chapter integration as well as tighter presentation and structure. Help instructors to prepare for lessons: Enhanced Instructor Supplements Instructor’s Manual: Contain additional individual and group class activities. It also contains chapter-by-chapter teaching suggestions. Powerpoint Slides: Slides will feature example-based teaching using many examples and step-by-step application cases to teach and illustrate chapter concepts. Test Bank: Updated Test Bank that is Test Gen compatible. Video Bank: Corporate videos and advertisements help link concept to application. Videos will also come with teaching notes and/or a list of questions for students to answer. Case Bank: Cases can be in PDF format available for download as an Instructor Resource.
Author: Valarie A. Zeithaml
Publisher: Business Expert Press
ISBN: 1606497499
Category : Business & Economics
Languages : en
Pages : 122
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Book Description
Designed for executives of companies that manufacture or sell products and students in an MBA program, this book outlines the challenges of launching a service and solutions business within a product-oriented organization. You might view services and solutions as a means to financial growth, reduced revenue volatility, greater differentiation from the competition, increased share of customer budget, and improved customer satisfaction, loyalty, and lock-in; but the authors visualize the transition from products sold to services rendered and identify the challenges that leaders will face during the transformation. Inside, the authors provide a framework—the service infusion continuum—to describe the different types of services and solutions that a product-rich company can offer beyond warranties, call centers, and websites that support customers in their use of products.
Author: Jay Kandampully
Publisher: Taylor & Francis
ISBN: 1040025781
Category : Business & Economics
Languages : en
Pages : 188
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Book Description
This book explores the service economy and challenges that all organizations face as goods and services make way for a world where customers (B2C) and businesses (B2B) seek seamless, thoughtful, and exceptional experiences. This book introduces readers to a range of interrelated topics and the application of service management and marketing theories which are fundamentally critical to the success of all enterprises seeking competitive advantage through enhanced customer experience. This book analyses management and marketing challenges in the service and experience economy and provides insights into how marketers and managers can strike a balance between supply, demand, price, and quality and leverage technology for operational efficiency and to better manage customer service and expectations. Through the coverage of critical foundational topics, from how value is created; the evolution of global economies from goods, services to experiences; foundations of customer-centric management; managing service workers; integrating human touch with high-tech service; and many others, the authors provide a holistic understanding of management in a complex, globally interconnected world. This book will be useful for students, researchers, and instructors of business management, marketing, commerce, and economics. It will also be of interest to professionals working in healthcare, retail, financial services, government hospitality, leisure, tourism, and other services.
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.
Author: W. Earl Sasser
Publisher: Simon and Schuster
ISBN: 1439108307
Category : Business & Economics
Languages : en
Pages : 343
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Book Description
In this pathbreaking book, world-renowned Harvard Business School service firm experts James L. Heskett, W. Earl Sasser, Jr. and Leonard A. Schlesinger reveal that leading companies stay on top by managing the service profit chain. Why are a select few service firms better at what they do -- year in and year out -- than their competitors? For most senior managers, the profusion of anecdotal "service excellence" books fails to address this key question. Based on five years of painstaking research, the authors show how managers at American Express, Southwest Airlines, Banc One, Waste Management, USAA, MBNA, Intuit, British Airways, Taco Bell, Fairfield Inns, Ritz-Carlton Hotel, and the Merry Maids subsidiary of ServiceMaster employ a quantifiable set of relationships that directly links profit and growth to not only customer loyalty and satisfaction, but to employee loyalty, satisfaction, and productivity. The strongest relationships the authors discovered are those between (1) profit and customer loyalty; (2) employee loyalty and customer loyalty; and (3) employee satisfaction and customer satisfaction. Moreover, these relationships are mutually reinforcing; that is, satisfied customers contribute to employee satisfaction and vice versa. Here, finally, is the foundation for a powerful strategic service vision, a model on which any manager can build more focused operations and marketing capabilities. For example, the authors demonstrate how, in Banc One's operating divisions, a direct relationship between customer loyalty measured by the "depth" of a relationship, the number of banking services a customer utilizes, and profitability led the bank to encourage existing customers to further extend the bank services they use. Taco Bell has found that their stores in the top quadrant of customer satisfaction ratings outperform their other stores on all measures. At American Express Travel Services, offices that ticket quickly and accurately are more profitable than those which don't. With hundreds of examples like these, the authors show how to manage the customer-employee "satisfaction mirror" and the customer value equation to achieve a "customer's eye view" of goods and services. They describe how companies in any service industry can (1) measure service profit chain relationships across operating units; (2) communicate the resulting self-appraisal; (3) develop a "balanced scorecard" of performance; (4) develop a recognitions and rewards system tied to established measures; (5) communicate results company-wide; (6) develop an internal "best practice" information exchange; and (7) improve overall service profit chain performance. What difference can service profit chain management make? A lot. Between 1986 and 1995, the common stock prices of the companies studied by the authors increased 147%, nearly twice as fast as the price of the stocks of their closest competitors. The proven success and high-yielding results from these high-achieving companies will make The Service Profit Chain required reading for senior, division, and business unit managers in all service companies, as well as for students of service management.
Author: Jean Harvey
Publisher: Quality Press
ISBN: 0873899164
Category : Business & Economics
Languages : en
Pages : 326
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Book Description
This book focuses on complex services, that is, services embodying the knowledge and capabilities of professionals, sought because of the clients lack of knowledge or skills in specialized fields. This book is also concerned with the many organizations, such as hospitals and banks, that provide services requiring a mixture of professional and other services to produce the results that customers or clients need. Professionals, semi-professionals, and technical workers laboring in all spheres of human endeavor, from law to medicine, accounting to engineering, social work to architecture, who are involved or are interested in taking part in managing their businesses, small or large, will find this book an invaluable tool in achieving success. This third edition comes with an augmented value proposition: as you read and try to understand and experiment with the material, you are invited at various points to view video clips, lasting between 15 and 25 minutes, that will clarify, complement, illustrate, or go further than what you are reading.
Author: Haluk Demirkan
Publisher: Springer Science & Business Media
ISBN: 1441982701
Category : Business & Economics
Languages : en
Pages : 374
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Book Description
The Science of Service Systems intends to stimulate discussion and understanding by presenting theory-based research with actionable results. Most of the articles focus on formalizing the theoretical foundations for a science of service systems, examining a wide range of substantive issues and implementations related to service science from various perspectives. From the formal (ontologies, representation specifications, decision-making and maturity models) to the informal (analysis frameworks, design heuristics, anecdotal observations), these contributions provide a snapshot in time of the gradually emerging scientific understanding of service systems. The Science of Service Systems, along with its companion text, Service Systems Implementation, is designed to present multidisciplinary and multisectoral perspectives on the nature of service systems, on research and practice in service, and on the future directions to advance service science. These two volumes compose a collection of articles from those involved in the emerging area known as service science.
Author: Anna Pistoni
Publisher: Emerald Group Publishing
ISBN: 1787432742
Category : Business & Economics
Languages : en
Pages : 329
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Book Description
This book intends to present and discuss the main challenges that companies interested in servitization strategies have to overcome, with a particular focus on the design of managerial control systems. The book can represent a useful tool for companies interested developing successful servitization strategies.
Author: Cengiz Haksever
Publisher: World Scientific Publishing Company
ISBN: 9813209461
Category : Business & Economics
Languages : en
Pages : 691
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Book Description
The purpose of this book is to provide cutting-edge information on service management such as the role services play in an economy, service strategy, ethical issues in services and service supply chains. It also covers basic topics of operations management including linear and goal programming, project management, inventory management and forecasting.This book takes a multidisciplinary approach to services and operational management challenges; it draws upon the theory and practice in many fields of study such as economics, management science, statistics, psychology, sociology, ethics and technology, to name a few. It contains chapters most textbooks do not include, such as ethics, management of public and non-profit service organizations, productivity and measurement of performance, routing and scheduling of service vehicles.An Instructor's Solutions Manual is available upon request for all instructors who adopt this book as a course text. Please send your request to
[email protected].
Author: 哈佛商業評論全球繁體中文版
Publisher: 遠見天下文化出版股份有限公司
ISBN:
Category :
Languages : en
Pages : 152
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Book Description
抱持中心思想，穿越混沌 只要是現代的組織人、企業幹部，都免不了有在混沌中找尋未來機會的經驗。像當年航向西洋的鄭和，或是航向新大陸與舊大陸的不列顛船長，在浩瀚大洋中，前不著村，後不著店，沒有精確丈量過的海圖可以依循，但憑一股信念。 今天的企業，面對飽和的市場、快速變革的技術與營運方式，就算只想安逸度日，也在競爭的壓力下，不得不積極創新。 但是新創的疆域如此混沌，或是市場方向不明、或是成功關鍵因素不明、或是需要配置的資源過於龐大，種種的不確定，讓組織幹部決策時感受龐大的風險。來自市場與股東的壓力，不讓他們絲毫耽擱。 由此角度讀完本期〈穩住成長狂飆期〉與〈Google：會思考的創新引擎〉兩篇文章，可以感受它們的共通之處。不管面對的是俄國行動通訊市場，還是正崛起中的網際網路產業，兩者都是混沌、快速變遷，沒有清楚標定路徑的導引地圖可以依憑。滿懷進取精神的俄國電訊業者VimpelCom執行長伊索摩夫，或是Google經營團隊如何面對混沌？ 他們不約而同構思出積極的行動方程式。在97頁的文章中，清楚呈現伊索摩夫身處狂飆成長的行事之道：掌握時勢，務實行動，邊作邊改。而Google由「整理全世界資訊」這個看似單純、又極富野心的信念出發，確立創新是公司命脈，也因此必須把公司建構成一個完整的創新平台。 不管VimpelCom或Google今日多大、多複雜，他們沿用至今的成功方程式並不複雜。重點是他們確定這個方程式合於實際，又可有效執行。 用同樣的角度去看本期《哈佛商業評論》與服務業有關的專題，相去不遠。 由哈佛商學院教授傅瑞所撰寫的〈「做對」服務定成敗〉（The Four Things a Service Business Must Get Right）（72頁），具體提出分析服務業的特殊模式，與製造產品的行業極為不同。我們也特別訪問了三家國內的服務業者中華電信、ING安泰人壽、美兆，跨越電信服務、人壽保險、健康等產業，以在地角度，呈現國內服務業者的商業模式。 這些本土公司同樣要發想自我特殊成功方程式。不管它們所面對的是全新市場的混沌，還是老環境新挑戰的混沌，他們必須都找出自己的「中心思想」論述，進而實現。 《哈佛商業評論》全球繁體中文版戮力提供讀者智識服務，希望以國際同步的知識產品，與讀者及其他伙伴共同面對混沌，思索行動方程式。為做好這份工作，我們不斷力圖強化自我。本期起，我們請到在報業累計近三十年經驗的王家英小姐加入編輯團隊，擔任執行副總編輯。有她的加入，我們會更積極將《哈佛商業評論繁體中文版》作好。
