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Author: Naghmeh Niknejad Publisher: Springer ISBN: 3030121003 Category : Technology & Engineering Languages : en Pages : 122
Book Description
This book describes Service-Oriented Architecture (SOA) and the significant factors which affect its adoption, such as governance, strategy, complexity, Return on Investment (ROI), business and IT alignment, culture and communication, costs, and security. The study on which this book is based, involved a quantitative analysis to investigate the influential factors for adopting SOA, paving the way to further research in the field.
Author: Naghmeh Niknejad Publisher: Springer ISBN: 3030121003 Category : Technology & Engineering Languages : en Pages : 122
Book Description
This book describes Service-Oriented Architecture (SOA) and the significant factors which affect its adoption, such as governance, strategy, complexity, Return on Investment (ROI), business and IT alignment, culture and communication, costs, and security. The study on which this book is based, involved a quantitative analysis to investigate the influential factors for adopting SOA, paving the way to further research in the field.
Author: D. Yagil Publisher: Springer ISBN: 0230582672 Category : Business & Economics Languages : en Pages : 246
Book Description
The success of service organizations ultimately depends on employees in customer service roles; their performance affects customer satisfaction and loyalty. Integrating theory and research, this book explores the factors that determine the performance of service providers, and points to important managerial implications.
Author: Debbie Haski-Leventhal Publisher: Emerald Group Publishing ISBN: 1838672850 Category : Education Languages : en Pages : 179
Book Description
This timely book offers the why, how and what of a purpose-driven university, utilising cases, research, concepts and a framework which can be implemented in any university interested in making a difference. This book tells the stories of purpose-driven universities and other organisations.
Author: Gaurav Nayyar Publisher: World Bank Publications ISBN: 1464817103 Category : Business & Economics Languages : en Pages : 364
Book Description
Manufacturing-led development has provided the traditional model for creating jobs and prosperity. But in the past three decades the conventional pattern of structural transformation has changed, with the services sector growing faster than the manufacturing sector. This raises critical questions about the ability of developing economies to close productivity gaps with advanced economies and to create good jobs for more people. At Your Service? The Promise of Services-Led Development (www.worldbank.org/services-led-development) assesses the scope of a services-driven development model and policy directions that can maximize the model’s potential.
Author: Alina Mihaela Dima Publisher: Springer Nature ISBN: 3030599728 Category : Business & Economics Languages : en Pages : 416
Book Description
This proceedings volume presents a selection of the best papers from the 14th International Conference on Business Excellence, Business Revolution in the Digital Era (ICBE 2020), held in Bucharest, Romania. The respective papers share the latest findings and perspectives on innovation in a turbulent business environment, and on improvements in economic, societal and technological structures and processes to help reach major sustainability goals.
Author: David Streatfield Publisher: Facet Publishing ISBN: 1856048128 Category : Language Arts & Disciplines Languages : en Pages : 289
Book Description
Assessing impact is increasingly critical to the survival of services: managers now require comprehensive information about effectiveness, especially in relation to users. Outlining a rigorously tested approach to library evaluation and offering practical tools and highly relevant examples, this book enables LIS managers to get to grips with the slippery concept of service impact and to address their own impact questions in their planning. The 2nd edition is fully updated to include international approaches to qualitative library evaluation, new international research, and current debates on the evolving nature of evaluation, as well as reflections on the importance of involving stakeholders and of evaluation to guide advocacy. Key topics include: • The demand for evidence • Getting to grips with impact • The research base of this work • Putting the impact into planning • Getting things clear: objectives • Success criteria and impact indicators: how you know you are making a difference • Making things happen: activities and process indicators • Thinking about evidence • Gathering and interpreting evidence • Taking stock, setting targets and development planning • Doing national or international evaluation • Where do we go from here? Readership: Practising library and information service managers and policy makers in the field. LIS policy shapers and managers in public, education (schools, further and higher education), health and special libraries and information services working in any country or internationally and people engaged in professional education in the field such as lecturers or students.
Author: Crosby, Cathryn Publisher: IGI Global ISBN: 1522508724 Category : Education Languages : en Pages : 352
Book Description
Education in the 21st century has been tasked with preparing students to begin the journey towards a place in their communities in which they feel fulfilled and autonomous. Service learning is one way to introduce students to careers and knowledge that will prepare them for a successful life. Community Engagement Program Implementation and Teacher Preparation for 21st Century Education examines the many ways in which community engagement is carried out in all educational settings, from K-12 to higher education. This publication is unique in its mission to examine these topics from a holistic perspective. From online education to volunteer organizations, this book gives educators, administrators, community volunteers, and students a window into the successful deployment of such programs to prepare students for a global society.
Author: W. Earl Sasser Publisher: Simon and Schuster ISBN: 1439108307 Category : Business & Economics Languages : en Pages : 343
Book Description
In this pathbreaking book, world-renowned Harvard Business School service firm experts James L. Heskett, W. Earl Sasser, Jr. and Leonard A. Schlesinger reveal that leading companies stay on top by managing the service profit chain. Why are a select few service firms better at what they do -- year in and year out -- than their competitors? For most senior managers, the profusion of anecdotal "service excellence" books fails to address this key question. Based on five years of painstaking research, the authors show how managers at American Express, Southwest Airlines, Banc One, Waste Management, USAA, MBNA, Intuit, British Airways, Taco Bell, Fairfield Inns, Ritz-Carlton Hotel, and the Merry Maids subsidiary of ServiceMaster employ a quantifiable set of relationships that directly links profit and growth to not only customer loyalty and satisfaction, but to employee loyalty, satisfaction, and productivity. The strongest relationships the authors discovered are those between (1) profit and customer loyalty; (2) employee loyalty and customer loyalty; and (3) employee satisfaction and customer satisfaction. Moreover, these relationships are mutually reinforcing; that is, satisfied customers contribute to employee satisfaction and vice versa. Here, finally, is the foundation for a powerful strategic service vision, a model on which any manager can build more focused operations and marketing capabilities. For example, the authors demonstrate how, in Banc One's operating divisions, a direct relationship between customer loyalty measured by the "depth" of a relationship, the number of banking services a customer utilizes, and profitability led the bank to encourage existing customers to further extend the bank services they use. Taco Bell has found that their stores in the top quadrant of customer satisfaction ratings outperform their other stores on all measures. At American Express Travel Services, offices that ticket quickly and accurately are more profitable than those which don't. With hundreds of examples like these, the authors show how to manage the customer-employee "satisfaction mirror" and the customer value equation to achieve a "customer's eye view" of goods and services. They describe how companies in any service industry can (1) measure service profit chain relationships across operating units; (2) communicate the resulting self-appraisal; (3) develop a "balanced scorecard" of performance; (4) develop a recognitions and rewards system tied to established measures; (5) communicate results company-wide; (6) develop an internal "best practice" information exchange; and (7) improve overall service profit chain performance. What difference can service profit chain management make? A lot. Between 1986 and 1995, the common stock prices of the companies studied by the authors increased 147%, nearly twice as fast as the price of the stocks of their closest competitors. The proven success and high-yielding results from these high-achieving companies will make The Service Profit Chain required reading for senior, division, and business unit managers in all service companies, as well as for students of service management.
Author: Naghmeh Niknejad
Author: Naghmeh Niknejad
Author: D. Yagil
Author: Debbie Haski-Leventhal
Author: 
Author: Public Service Commission of Wisconsin
Author: Gaurav Nayyar
Author: Alina Mihaela Dima
Author: David Streatfield
Author: Crosby, Cathryn
Author: W. Earl Sasser