9781441983206: Service Design and Delivery
Rilegato
ISBN 10: 1441983201 ISBN 13: 9781441983206
Casa editrice: Springer, 2011

Sinossi

Service Design and Delivery provides a comprehensive overview of the increasingly important role played by the service industry. Focusing on the development of different processes employed by service organizations, the book emphasizes management of service in relation to products. It not only explores the complexity of this relationship, but also introduces strategies used in the design and management of service across various sectors, highlighting where tools, techniques and processes applicable to one sector may prove useful in another. The implementation methods introduced in the book also illustrate how and why companies can transform themselves into service organizations.

While the book is primarily intended as a text for advanced-level courses in service design and delivery, it also contains theoretical and practical knowledge beneficial to both practitioners in the service sector and those in manufacturing contemplating moving towards service delivery.

Le informazioni nella sezione "Riassunto" possono far riferimento a edizioni diverse di questo titolo.

Recensione

From the reviews:

“This book is for ... organization that wants to design customer-centric service delivery. ... This book moves to a new level, describing in detail the elements of the emerging discipline of service science. It is an outstanding contribution to the field, and should be required reading for marketing and operations leaders for organizations.” (Ernest Hughes, ACM Computing Reviews, June, 2011)

Contenuti

Understanding Services and the Customer Response.- Goods, Products and Services.- The IBM Story.- Rethinking Lean Service.- Transformations Path of the ICI Explosive Business.- Shifting from Production to Service to Experience-based Operations.- Complex Deployed Responsive Service.- A Multi-organisational Approach to Service Delivery.- Through Life Costing.- The Practitioner View.- Are You Being Served?

Le informazioni nella sezione "Su questo libro" possono far riferimento a edizioni diverse di questo titolo.

Editore
Springer
Data di pubblicazione
2011
Lingua
Inglese
ISBN 10 
1441983201
ISBN 13 
9781441983206
Rilegatura
Copertina rigida
Numero di pagine
192
Contatto del produttore
Springer-Verlag GmbH
customerservice@springernature.com

Tiergartenstraße 17
Heidelberg
Baden-Württemberg
69121
Germania

Altre edizioni note dello stesso titolo

9781461428565: Service Design and Delivery: Research and Innovations in the Service Economy)

Edizione in evidenza

ISBN 10:  1461428564 ISBN 13:  9781461428565
Casa editrice: Springer, 2013
Brossura