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| Author | : Teresa Swartz |
| Publisher | : SAGE |
| Total Pages | : 538 |
| Release | : 2000 |
| Genre | : Business & Economics |
| ISBN | : 9780761916123 |
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 | : John R. Bryson |
| Publisher | : Edward Elgar Publishing |
| Total Pages | : 465 |
| Release | : 2015-04-30 |
| Genre | : Business & Economics |
| ISBN | : 1781000417 |
Service business accounts for more than 75 per cent of the wealth and employment created in most developed market economies. The management and economics of service business is based around selling expertise, knowledge and experiences. This Handbook co
| Author | : Roland T. Rust |
| Publisher | : Edward Elgar Publishing |
| Total Pages | : 629 |
| Release | : 2014-02-28 |
| Genre | : Business & Economics |
| ISBN | : 0857938851 |
The Handbook of Service Marketing Research brings together an all-star team of leading researchers in service marketing to explore many of the hottest topics in service marketing today. Cutting-edge topics include: customer relationships and loy
| Author | : Alexander Osterwalder |
| Publisher | : John Wiley & Sons |
| Total Pages | : 295 |
| Release | : 2013-02-01 |
| Genre | : Business & Economics |
| ISBN | : 1118656407 |
Business Model Generation is a handbook for visionaries, game changers, and challengers striving to defy outmoded business models and design tomorrow's enterprises. If your organization needs to adapt to harsh new realities, but you don't yet have a strategy that will get you out in front of your competitors, you need Business Model Generation. Co-created by 470 "Business Model Canvas" practitioners from 45 countries, the book features a beautiful, highly visual, 4-color design that takes powerful strategic ideas and tools, and makes them easy to implement in your organization. It explains the most common Business Model patterns, based on concepts from leading business thinkers, and helps you reinterpret them for your own context. You will learn how to systematically understand, design, and implement a game-changing business model--or analyze and renovate an old one. Along the way, you'll understand at a much deeper level your customers, distribution channels, partners, revenue streams, costs, and your core value proposition. Business Model Generation features practical innovation techniques used today by leading consultants and companies worldwide, including 3M, Ericsson, Capgemini, Deloitte, and others. Designed for doers, it is for those ready to abandon outmoded thinking and embrace new models of value creation: for executives, consultants, entrepreneurs, and leaders of all organizations. If you're ready to change the rules, you belong to "the business model generation!"
| Author | : Debra Paul |
| Publisher | : BCS, The Chartered Institute for IT |
| Total Pages | : 320 |
| Release | : 2019-08-31 |
| Genre | : |
| ISBN | : 9781780174686 |
Business analysis (BA) is an important business operation, and with some coordinated effort, it can become an efficient and valuable business service. This book takes you through the creation and management of a BA service, from setting strategy to recruiting business analysts, to continuous improvement, through to useful supporting tools and technology. Top tips, case studies and worked examples are included throughout. This book perfectly compliments the bestselling BCS books 'Business Analysis' and 'Business Analysis Techniques.'
| Author | : Eileen Bridges |
| Publisher | : Routledge |
| Total Pages | : 587 |
| Release | : 2020-04-02 |
| Genre | : Business & Economics |
| ISBN | : 135124521X |
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 | : Paul P. Maglio |
| Publisher | : Springer Science & Business Media |
| Total Pages | : 758 |
| Release | : 2010-06-14 |
| Genre | : Business & Economics |
| ISBN | : 1441916288 |
As the service sector expands into the global economy, a new science of service is emerging, one that is dedicated to encouraging service innovation by applying scientific understanding, engineering discipline, and management practice to designing, improving, and scaling service systems. Handbook of Service Science takes the first major steps to clarifying the definition, role, and future of this nascent field. Incorporating work by scholars from across the spectrum of service research, the volume presents multidisciplinary perspectives on the nature and theory of service, on current research and practice in design, operations, delivery, and innovation of service, and on future opportunities and potential of service research. Handbook of Service Science provides a comprehensive 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 | : Jeff Toister |
| Publisher | : |
| Total Pages | : 188 |
| Release | : 2017-03-23 |
| Genre | : |
| ISBN | : 9780692842003 |
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 | : Ben Reason |
| Publisher | : John Wiley & Sons |
| Total Pages | : 214 |
| Release | : 2015-12-14 |
| Genre | : Business & Economics |
| ISBN | : 1118988922 |
A practical approach to better customer experience through service design Service Design for Business helps you transform your customer's experience and keep them engaged through the art of intentional service design. Written by the experts at Livework, this practical guide offers a tangible, effective approach for better responding to customers' needs and demands, and provides concrete strategy that can be implemented immediately. You'll learn how taking a design approach to problem solving helps foster creativity, and how to apply it to the real issues that move businesses forward. Highly visual and organized for easy navigation, this quick read is a handbook for connecting market factors to the organizational challenge of customer experience by seeing your company through the customers' eyes. Livework pioneered the service design industry, and guides organizations including Sony, the British Government, Volkswagen Procter & Gamble, the BBC, and more toward a more carefully curated customer experience. In this book, the Livework experts show you how to put service design to work in your company to solve the ongoing challenge of winning with customers. Approach customer experience from a design perspective See your organization through the lens of the customer Make customer experience an organization-wide responsibility Analyze the market factors that dovetail with customer experience design The Internet and other digital technology has brought the world to your customers' fingertips. With unprecedented choice, consumers are demanding more than just a great product—the organizations coming out on top are designing and delivering experiences tailored to their customers' wants. Service Design for Business gives you the practical insight and service design perspective you need to shape the way your customers view your organization.
| Author | : Christiansen, Bryan |
| Publisher | : IGI Global |
| Total Pages | : 702 |
| Release | : 2014-10-31 |
| Genre | : Business & Economics |
| ISBN | : 1466665521 |
In the modern globalized economy, it is important for businesses of all sizes to take advantage of the opportunity to enter diverse markets around the world. Through an international presence, organizations can remain competitive. The Handbook of Research on Global Business Opportunities combines comprehensive viewpoints and research on various business enterprises from around the world in companies of all sizes and models, discussing different aspects and concerns in the global business environment such as corruption, taxation, supply chain management, and economic impacts. This handbook is an essential reference source for business executives from both large and small firms, business scholars, researchers, academics, students, and professionals.
