Managing A Service Business
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| Author | : John R. Bryson |
| Publisher | : Springer Nature |
| Total Pages | : 294 |
| Release | : 2020-11-26 |
| Genre | : Business & Economics |
| ISBN | : 3030520609 |
This textbook offers a fully integrated approach to the theory and practice of service management, exploring the operational dynamics, management issues and business models deployed by service firms. It builds on recent developments in service science as an interdisciplinary research area with emphasis on integration, adaptability, optimization, sustainability and rapid technological adoption. The book explores seven fundamental processes that are key to successfully managing service businesses, helping students gain insights into: how to manage service businesses, with coverage of both small firms and large transnationals service business models, operations and productivity managing service employees how service firms engage in product and process innovation marketing, customers and service experiences internationalization of service businesses the ongoing servitization of manufacturing This unique textbook is an ideal resource for upper undergraduate and postgraduate students studying service businesses and practitioners.
| Author | : Richard Normann |
| Publisher | : |
| Total Pages | : 216 |
| Release | : 1991-05-03 |
| Genre | : Business & Economics |
| ISBN | : |
Examines the special characteristics that make services and the management of service organizations successful. Provides a comprehensive framework for service oriented businesses that stresses a streamlined service management system, the key components of which are market segment, service concept, service delivery system, image, and culture. Growth strategies and the nature of innovation are analyzed and amply illustrated. The role and principles of good leadership in service organizations form a crucial area of discourse. Topics such as the use of image and culture as management instruments, effective and persuasive communications, and ``high social technology'' are also explored.
| Author | : David H. Maister |
| Publisher | : Simon and Schuster |
| Total Pages | : 479 |
| Release | : 2012-12-11 |
| Genre | : Business & Economics |
| ISBN | : 1471109658 |
Professional service firms differ from other business enterprises in two distinct ways: first they provide highly customised services thus cannot apply many of the management principles developed for product-based industries. Second, professional services are highly personalised, involving the skills of individuals. Such firms must therefore compete not only for clients but also for talented professionals. Drawing on more than ten years of research and consulting to these unique and creative companies, David Maister explores issues ranging from marketing and business development to multinational strategies, human resources policies to profit improvement, strategic planning to effective leadership. While these issues can be complex, Maister simplifies them by recognising that 'every professional service firm in the world, regardless of size, specific profession, or country of operation, has the same mission statement: outstanding service to clients, satisfying careers for its people and financial success for its owners.'
| 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 | : Judith S. Hurwitz |
| Publisher | : John Wiley & Sons |
| Total Pages | : 338 |
| Release | : 2009-05-11 |
| Genre | : Computers |
| ISBN | : 0470529083 |
A plain-English guide to managing IT from the customer's perspective Practical guidance on delivering and managing IT so that it meets the multiple needs and demands of a company and its customers and end-users–both inside and outside the organization–is hard to come by; this accessible book takes a common-sense approach that explains exactly what IT services are and how to fit them most effectively into a business Topics include setting a framework, keeping costs down, improving efficiency, and maintaining standards and best practices This concept of how IT should be wired specifically into the goals and need of the company and its customers is part of a broader picture that includes ITIL, BPM, SOA, and Six Sigma
| Author | : Richard Normann |
| Publisher | : |
| Total Pages | : 216 |
| Release | : 1991-05-03 |
| Genre | : Business & Economics |
| ISBN | : |
Examines the special characteristics that make services and the management of service organizations successful. Provides a comprehensive framework for service oriented businesses that stresses a streamlined service management system, the key components of which are market segment, service concept, service delivery system, image, and culture. Growth strategies and the nature of innovation are analyzed and amply illustrated. The role and principles of good leadership in service organizations form a crucial area of discourse. Topics such as the use of image and culture as management instruments, effective and persuasive communications, and ``high social technology'' are also explored.
| Author | : |
| Publisher | : |
| Total Pages | : 116 |
| Release | : 1984 |
| Genre | : Management by objectives |
| ISBN | : |
| Author | : Bill Hollins |
| Publisher | : SAGE |
| Total Pages | : 312 |
| Release | : 2006-09-18 |
| Genre | : Business & Economics |
| ISBN | : 1848604661 |
`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 | : Christos Voudouris |
| Publisher | : Springer Science & Business Media |
| Total Pages | : 304 |
| Release | : 2007-12-18 |
| Genre | : Business & Economics |
| ISBN | : 3540755047 |
Service chain management enables service organisations to improve customer satisfaction and reduce operational costs. In this book, Christos Voudouris and his BT colleagues together with experts from industry and academia present the latest innovations and technologies used to manage the operations of a service company. The viewpoints presented are based on the BT experience and on associated research and development. Service chain management is looked at both from the enterprise perspective and from the standpoints of the service professional and customer. The focus is on real-world challenges.
| Author | : Christian Grönroos |
| Publisher | : John Wiley & Sons |
| Total Pages | : 500 |
| Release | : 2007-06 |
| Genre | : |
| ISBN | : 9788126512874 |
This is the third edition of a very successful book written by one of the leading writers and researchers in services marketing and management. Alongside the greater emphasis on the relationship approach to services marketing, this book provides a thorough update of various researches from the services marketing and relationship marketing field. It also includes new material on service recovery along with an in depth discussion of the basic ground rules and objectives of marketing. · The Service And Relationship Imperative: Managing In Service Competition · Managing Customer Relationships: An Alternative Paradigm In Management And Marketing · The Nature Of Services And Service Consumption, And Its Marketing Consequences · Service And Relationship Quality · Quality Management In Services · Return On Service And Relationships · Managing The Augmented Service Offering · Service Management Principles · Managing Productivity In Service Organizations · Managing Marketing Or Market-Oriented Management · Managing Integrated Marketing Communication And Total Communication · Managing Brand Relationships And Image · Customer-Focused Organization: Structure, Resources And Service Processes · Managing Internal Marketing: A Prerequisite For Successful Customer Management · Managing Service Culture: The Internal Service Imperative · Transforming A Manufacturing Firm Into A Service Business · Conclusions: Managing Services And Relationships
