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Service Management
Theory and Practice
Langbeschreibung
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.
Inhaltsverzeichnis
1. Reading and Managing Service Businesses.- 2. Service Research and Service Theory.- 3. Business Models and Service Strategy.- 4. Techno Service Worlds? Digitization of Service Businesses.- 5. Service Operations and Productivity.- 6. Service Personnel and their Management.- 7. Process and Product Innovation in Service Businesses.- 8. Customer First: Understanding Customers.- 9. Marketing Services.- 10. Internationalizing Service Businesses.- 11. Supply Chains and Logistics Services.- 12. Servitization and Manufacturing Companies.- 13. Measuring Company Performance and Customer Satisfaction.- 14. Reading and Managing Service Businesses: An Integrated Case Study Approach.
John R. Bryson is Professor of Enterprise and Competitiveness at Birmingham Business School, University of Birmingham, UK. His research interests include understanding the growth and dynamics of knowledge-intensive service firms, innovation and services, the interactions between services and manufacturing and the impacts of robotics and artificial intelligence on services.
ISBN-13:
9783030520601
Veröffentl:
2020
Seiten:
287
Autor:
John R. Bryson
Serie:
Progress in Mathematics
eBook Typ:
PDF
eBook Format:
EPUB
Kopierschutz:
1 - PDF Watermark
Sprache:
Englisch
96,29 €*
Lieferzeit: Sofort lieferbar
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