Service management : theory and practice

Author(s)
Bibliographic Information

Service management : theory and practice

John R. Bryson ... [et al.]

Palgrave Macmillan, c2020

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Note

Includes bibliographical references and index

Description and Table of Contents

Description

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.

Table of Contents

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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Details
  • NCID
    BC06930466
  • ISBN
    • 9783030520595
  • Country Code
    sz
  • Title Language Code
    eng
  • Text Language Code
    eng
  • Place of Publication
    [Cham]
  • Pages/Volumes
    xvi, 287 p.
  • Size
    26 cm
  • Classification
  • Subject Headings
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