Автор: Qizhang Liu; Mark Goh Название: TA-Q-BIN ISBN: 9812876723 ISBN-13(EAN): 9789812876720 Издательство: Springer Рейтинг: Цена: 6097.00 р. Наличие на складе: Есть у поставщика Поставка под заказ.
Описание: Each of the six unique cases serves as an independent teaching case for undergraduate and graduate students, describing the particular service design, operations management, innovation, supplier management, and social responsibility within the context of an Asian last-mile logistics service provider.
Автор: Roy Название: Designing Service Machines ISBN: 9811309167 ISBN-13(EAN): 9789811309168 Издательство: Springer Рейтинг: Цена: 6097.00 р. Наличие на складе: Есть у поставщика Поставка под заказ.
Описание: This book presents a general conceptual framework to translate principles of system science and engineering to service design. The primary focus is on the part of the service system that can reproduce such processes, called here a Service Machine, and methodological guidelines on how to analyze and design them.
Автор: Field Joy M. Название: Designing Service Processes to Unlock Value, Third Edition ISBN: 1953349269 ISBN-13(EAN): 9781953349262 Издательство: Mare Nostrum (Eurospan) Рейтинг: Цена: 4012.00 р. Наличие на складе: Есть у поставщика Поставка под заказ.
Описание: Designing Service Processes to Unlock Value explores how service processes can be designed to leverage the expanding range of opportunities for service providers and customers to co-create value.
The service process design landscape is changing, with many of the previous limitations disappearing on how and by whom services are delivered. Opportunities for new service design configurations are being supported, to a large extent, by technology-enabled innovations; many tasks previously performed by the service provider may now be performed by either the customer or the service provider. As a result, customers are playing a more active role in the service process, not only through self-service but also by providing information to the service provider to create a more personalized service experience.
Designing Service Processes to Unlock Value explores how service processes can be designed to leverage the expanding range of opportunities for service providers and customers to co-create value. Readers will learn about frameworks for value co-creation and models for designing all types of service processes, as well as the unique challenges of designing knowledge-intensive services. And with the growing number of alternatives for designing service processes and determining who performs the various service tasks, service performance outcomes are increasingly dependent on the knowledge, skills, and abilities-that is, capabilities-of both service providers and customers. Thus, the book concludes with approaches to unlock these capabilities-and further boost value co-creation.
Автор: Ram Babu Roy; Paul Lillrank; Sreekanth V. K.; Paul Название: Designing Service Machines ISBN: 9811345325 ISBN-13(EAN): 9789811345326 Издательство: Springer Рейтинг: Цена: 12196.00 р. Наличие на складе: Есть у поставщика Поставка под заказ.
Описание:
This book presents a general conceptual framework to translate principles of system science and engineering to service design. Services are co-created immaterial, heterogeneous, and perishable state changes. A service system includes the intended benefit to the customer and the structure and processes that accomplish this benefit. The primary focus is on the part of the service system that can reproduce such processes, called here a Service Machine, and methodological guidelines on how to analyze and design them. While the benefit and the process are designed based on the domain knowledge of each respective field, service production systems have common properties. The Service Machine is a metaphor that elicits the fundamental characteristics of service systems that do something efficiently, quickly, or repeatedly for a defined end. A machine is an artifact designed for a purpose, has several parts, such as inputs, energy flows, processors, connectors, and motors assembled as per design specifications. In case of service machine, the components are various contracts assembled on contractual frames. The book discusses Emergency Medical Services (EMS) and Emergency Departments (ED) as cases. They illustrate that service machines need to be structured to adapt to the constraints of the served market acknowledging the fact that services are co-created through the integration of producers’ and customers’ resources. This book is highly recommended for those who are interested in understanding the fundamental concepts of designing service machines.
Автор: Payne, Adrian Название: Handbook of crm ISBN: 0750664371 ISBN-13(EAN): 9780750664370 Издательство: Taylor&Francis Рейтинг: Цена: 8726.00 р. Наличие на складе: Нет в наличии.
Описание: Customer Relationship Management is a holistic strategic approach to managing customer relationships to increase shareholder value. This book provides coverage of the key concepts in this vital field. It helps in understanding the concepts that underlie successful CRM rather than the plethora of systems that can be used to implement it.
Описание: This book explores the basic tenets of service excellence, opening to distinguish customer service from service excellence, and explore the driving aspects of strategy and philosophy.
The brand promise to customers creates expectations; hooks targeted and segmented customers into a relationship. Service operations deliver expectations, delight, or on occasion, disappointment, and marketing responds to create loyalty, further delight, or recover the relationship.
Freshness of product or service offering, the injection of a characterful sense of fun, and sensitive personalization of service combine to deliver an authentic, pleasurable and memorable service experience prompting much sought loyalty and advocacy. In turn, staff are happy, profits rise and the organization has long-term sustainability.
The first volume offers some theoretical background, while the second suggests mechanisms, tools, and techniques to help embed to excellence as the foundation of value that the organization delivers. Both contain practical examples and a self-assessment diagnostic tool to identify organizational areas of strength, and aspects to improve.
Описание: A new "how-to" version of a customer service classic First published in 1995, The Nordstrom Way has consistently been one of the bestselling backlist books on customer service, with over 100,000 copies sold. This new book replaces The Nordstrom Way with an even more practical guide to becoming the "Nordstrom" of your industry. It is designed for customer service managers and trainers, who will find it an invaluable resource for designing their own training programs. Through training exercises, hiring questionnaires, and customer service development tools, the authors not only explain the principles of the world's best customer service company they help you implement them in your organization. The Nordstrom Way to Customer Service Excellence will help any organization focus on customer needs, follow-up, and ensure customer satisfaction in every transaction. Robert Spector (Seattle, WA) is a professional speaker and writer whose work has appeared in Women's Wear Daily, the Wall Street Journal, the New York Times, and USA Today. Patrick McCarthy (Seattle, WA) retired from Nordstrom after more than 30 years of service. He was one of the top-performing salespeople in the company.
Описание: Explores the most recent developments of AI in the biomedical and biomedicine fields, in the form of deep learning, artificial neural networks, biomedical information processing, biomedical research, evolutionary computing, and statistical technologies.
Автор: Lashley, Conrad Название: Empowerment: HR Strategies for Service Excellence ISBN: 0750652446 ISBN-13(EAN): 9780750652445 Издательство: Taylor&Francis Рейтинг: Цена: 3826.00 р. Наличие на складе: Нет в наличии.
Описание: Provides an in-depth exploration of options that can assist organisations in developing a consistent and coherent view of various drivers in order to shape their markets and operations, as well as how disruptive innovations and emerging technologies can contribute to businesses now and in the future.
Автор: Elias Название: Service Excellence for Sustainability ISBN: 9811625816 ISBN-13(EAN): 9789811625817 Издательство: Springer Рейтинг: Цена: 18294.00 р. Наличие на складе: Есть у поставщика Поставка под заказ.
Описание: This book provides significant conceptual and empirical contributions to the understanding of service science and the practices of service sectors in the wake of the fourth industrial revolution bringing together a collection of articles written by keynote and invited speakers at the 2nd Service Science Symposium held on 24 November 2019. The symposium was organised by the Serviceology Society Malaysia (SESMA), which aims to bring service researchers and practitioners under one roof to redefine service concepts and ideas and explore their application in real industrial and community settings. In their contributions, authors present multiple real-world cases of service systems to demonstrate how organisations can incorporate service science to achieve sustainable development. By re-examining the existing service science models and the value creation process using valuable insights obtained from industries and communities in Malaysia, Japan and Taiwan, the authors present a new way forward for organisations.
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