Service management : theory and practice
著者
書誌事項
Service management : theory and practice
Palgrave Macmillan, c2020
大学図書館所蔵 全3件
  青森
  岩手
  宮城
  秋田
  山形
  福島
  茨城
  栃木
  群馬
  埼玉
  千葉
  東京
  神奈川
  新潟
  富山
  石川
  福井
  山梨
  長野
  岐阜
  静岡
  愛知
  三重
  滋賀
  京都
  大阪
  兵庫
  奈良
  和歌山
  鳥取
  島根
  岡山
  広島
  山口
  徳島
  香川
  愛媛
  高知
  福岡
  佐賀
  長崎
  熊本
  大分
  宮崎
  鹿児島
  沖縄
  韓国
  中国
  タイ
  イギリス
  ドイツ
  スイス
  フランス
  ベルギー
  オランダ
  スウェーデン
  ノルウェー
  アメリカ
注記
Includes bibliographical references and index
内容説明・目次
内容説明
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.
目次
1. Reading and Managing Service Businesses2. Service Research and Service Theory3. Business Models and Service Strategy4. Techno Service Worlds? Digitization of Service Businesses5. Service Operations and Productivity6. Service Personnel and their Management7. Process and Product Innovation in Service Businesses8. Customer First: Understanding Customers9. Marketing Services10. Manufacturing Companies and the Shift towards Servitization11. Supply Chains and Logistics Services12. Internationalizing Service Businesses13. Measuring Company Performance and Customer Satisfaction14. Reading and Managing Service Businesses: An Integrated Case Study Approach.
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