Handbook of Services Marketing and Management PDF Download

Author: Teresa Swartz
Publisher: SAGE
ISBN: 9780761916123
Category : Business & Economics
Languages : en
Pages : 538

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Book Description
This is a comprehensive, practical and theoretical guide to the latest thinking in the foundations of services. The authors present contributions from the world''s leading experts on services marketing and management.'

Author: Randy A. Steinberg
Publisher: Trafford Publishing
ISBN: 1490719563
Category : Computers
Languages : en
Pages : 291

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Book Description
What services does the IT organization really deliver? Rather than discuss the theory around what a service catalog or service portfolio is, this book gives you the actual IT service descriptions for running, operating, and managing an entire IT infrastructure. It's all here--complete service descriptions, catalog and portfolio templates, service implementation plans, service governance processes, and much more all packed into this one handbook! Just about every IT support service is described in this book. Take the service descriptions you need, mix, match and customize them to quickly create the content needed for your own service catalogs and portfolios. "Many books talk about how to build a service catalog--this book is a service catalog!" "We really struggled to identify and pull our IT services together until we saw this material--it saved us months!" "With this material, we can finally tell the business what IT actually delivers to them!" "A valuable reference resource for ITSM practitioners, service managers, CIOs, procurement managers, and anyone else sourcing the services needed to run an entire IT infrastructure operation!" "One can put together an entire IT service management operation just from the service descriptions in this book!"

Author: Alistair Barros
Publisher: Springer Science & Business Media
ISBN: 146141864X
Category : Computers
Languages : en
Pages : 554

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Book Description
The Handbook of Service Description introduces an in-depth overview of service description efforts. The book also highlights the recent Unified Service Description Language (USDL) in detail and discusses its methods. The Handbook of Service Description is the normative scientific reference for the upcoming standardization of the Unified Service Description Language (USDL). Complete documentation is included. The Handbook of Service Description is designed for those working in the service science industry as a reference book. Advanced-level students focused on computer science, engineering and business will also find this book a valuable asset.

Author: Eileen Bridges
Publisher: Routledge
ISBN: 135124521X
Category : Business & Economics
Languages : en
Pages : 587

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Book Description
The Routledge Handbook of Service Research Insights and Ideas offers authoritative coverage of current scholarship in the expanding discipline of service research. Original chapters from the world’s leading specialists in the discipline explore foundations and innovations in services, highlighting important issues relating to service providers, customers, and service design. The volume goes beyond previous publications by drawing together material from different functional areas, including marketing, human resource management, and service process design and operations. These topics are important in helping readers become knowledgeable about how different functional areas interact to create a successful customer experience. This book is ideal as a first port of call for postgraduate students desiring to get up to speed quickly in the services discipline. It is also a must-read for academics new to services who want to access cutting-edge research.

Author: Stephen L. Vargo
Publisher: SAGE
ISBN: 1526455501
Category : Business & Economics
Languages : en
Pages : 1237

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Book Description
Service-Dominant Logic presents a major paradigm shift in thinking about value creation and markets, moving from a ‘goods/product’ logic to a logic that treats the process of service provision as the basis of all exchange, both commercial and social. This timely Handbook brings together chapters written by a stellar cast of expert authors from around the globe, arranged around eleven core themes, to provide a comprehensive overview of key issues, developments, debates and potential future directions for this dynamic field of study: Part 1: Introduction and Background Part 2: Value Cocreation Part 3: Service Exchange Part 4: Service Ecosystems Part 5: Institutions and Institutional Arrangements Part 6: Resources and Resource Integration Part 7: Actors and Practices Part 8: Innovation Part 9: Midrange Theory Part 10: Selected Applications Part 11: Reflections and Prospects This Handbook is an essential reference text for scholars, students, consultants and advanced practitioners across a wide range of business & management practices and academic disciplines.

Author: F. Gallouj
Publisher: Edward Elgar Publishing
ISBN: 1849803307
Category : Technology & Engineering
Languages : en
Pages : 823

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Book Description
'This book represents a significant step towards dealing with the lacuna constituted by the inadequacy of the literature on the services. And, as such, it approaches its task from a variety of directions.' From the foreword by William J. Baumol, New York University, US 'The Handbook of Innovation and Services is an exceptional volume. Its contributors, including Faïz Gallouj, William Baumol, Jean Gadrey, and Pascal Petit, are among the major thinkers in both the fields of the economics of services and the economics of innovation. Selected topics include the "cost disease", services innovation in the global economy, social innovation in the services, and innovation and employment in services. The book, I am sure, will become a standard reference volume in both these fields in the ensuing years.' Edward Wolff, New York University, US This Handbook brings together 49 international specialists to address an issue of increasing importance for the world's post-industrial economies; innovation as it relates to services. Contemporary economies have two fundamental characteristics. Firstly, they are service economies in as much as services account for more than 70 per cent of the wealth and jobs in most developed countries. Secondly, they are innovation economies as recent decades have seen an unprecedented development of scientific, technological, organisational and social innovations. This Handbook expertly links these two major characteristics in order to investigate the role of innovation in services, an issue that until now has been inadequately explored and one that poses many theoretical and operational challenges. This comprehensive volume encompasses the views of eminent scholars from a range of disciplines including economics, management, sociology and geography, and draws on a number of different analytical and methodological perspectives. With its multi-disciplinary approach this Handbook will be an invaluable reference source for academics and students in the fields of economics, management and the geography of services and innovation. Public authorities and managers in the service sector will also find this book fascinating.

Author: Lucy Kimbell
Publisher: BIS Publishers
ISBN: 9789063693534
Category : Business & Economics
Languages : en
Pages : 0

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Book Description
This is an essential read for managers in forms that used to have a product focus and that are trying to shift towards designing services and experiences. By covering the early stages of the innovation process, it guides readers throught developing new knowledge, creating service concepts and prototyping experiences. It's valuable not only for service innovation and design practicioners but also visionary business leaders who understand that creating destinct customer experiences is the future of innovation.

Author: Fred Hall
Publisher: Routledge
ISBN: 1136424407
Category : House & Home
Languages : en
Pages : 478

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Book Description
The Building Services Handbook summarises concisely, in diagrams and brief explanations, all elements of building services. Practice, techniques and procedures are clearly defined with supplementary references to regulations and relevant standards. This is an essential text for all construction/building services students up to undergraduate level, and is also a valuable reference text for building service professionals. This new book is based on Fred Hall's 'Essential Building Services and Equipment 2ed' and has been thoroughly updated throughout. It is a companion volume to the highly popular textbook 'Building Construction Handbook' by Chudley and Greeno, which is now in its fourth edition.

Author: Jeff Toister
Publisher:
ISBN: 9780692842003
Category :
Languages : en
Pages : 188

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Book Description
Imagine you could develop a customer-focused culture so powerful that your employees always seem to do the right thing. They encourage each other, proactively solve problems, and constantly look for ways to go the extra mile. In short, imagine a workplace culture where employees were absolutely obsessed with customer service. The Service Culture Handbook is a step-by-step guide to help you develop a customer-focused culture in your company, department, or location. Whether you're just beginning your journey, or have been working on culture for years, this handbook will prepare you to take the next step. You'll receive actionable advice, straightforward exercises, and proven tools you can utilize immediately. Learn the one thing that forms the foundation of every great culture. Discover what customer-focused companies do differently to engage their employees. And explore ways to strategically align every facet of your organization with outstanding service. Creating and sustaining a customer-focused culture is a never-ending journey that takes hard work, dedication, and commitment. The Service Culture Handbook is an indispensable resource to help you and your employees stay headed in the right direction. Praise for The Service Culture Handbook: "The Service Culture Handbook provides the poignant inspiration and practical instruction for the difficult work of transforming a service culture into one that is distinctive, successful, and permanent." -Chip R. Bell, author of Kaleidoscope: Delivering Innovative Service That Sparkles "Though research continues to uncover the astonishing impact of customer-focused cultures on customer loyalty and business results, few organizations know how to get there. Jeff Toister unlocks that mystery through this practical (and fun to read!) guide to developing a culture that really works." -Brad Cleveland, founding partner and former CEO, International Customer Management Institute

Author: Clifford Matthews
Publisher: John Wiley & Sons
ISBN: 9781860584169
Category : Technology & Engineering
Languages : en
Pages : 716

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Book Description
This comprehensive sister volume to Cliff Matthews’ highly successful Handbook of Mechanical Works Inspection gives a detailed coverage of pressure equipment and other mechanical plant such as cranes and rotating equipment. Key features: Accessible source of information Lavishly illustrated with numerous diagrams, photographs, and tables A wealth of valuable information Detailed, comprehensive coverage Written in easily accessible style A ‘must buy’ reference book The Handbook of Mechanical In-Service Inspection is a vital source of information for: plant owners and operators maintenance engineers inspection engineers from insurance companies and ‘competent bodies’ who perform in-service inspection health and safety operatives engineers operating pressure systems and mechanical plant all those concerned with the safe and efficient operation of machinery, plant, and pressure equipment. All engineering pressure systems and other types of mechanical equipment must be installed, operated, and maintained properly. It must be safe and comply with standards, regulations, and guidelines. In-service inspection is more formally controlled by statutory requirements than other types of inspection. The Handbook of Mechanical In-service Inspection puts a good deal of emphasis on the ‘compliance’ aspects and the ‘duty of care’ requirements placed on plant owners, operators, and inspectors. The book is suitable for those who operate pressure systems, lifting equipment, and similar mechanical plant are subject to rigorous inspection from external bodies as a matter of course. All operators have a duty to conduct in-service checks and internal inspection procedures to ensure the safe, reliable, and economic running of their equipment.