Service Management, Student Workbook PDF Download

Author: Cengiz Haksever
Publisher:
ISBN: 9780133088915
Category : Business logistics
Languages : en
Pages :

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Author: Cengiz Haksever
Publisher: FT Press
ISBN: 0133088863
Category : Business & Economics
Languages : en
Pages : 134

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Book Description
With this hands-on study guide to accompany the reference on integrating the many disciplines that comprise service operations management, authors Haksever and Render help students master all aspects of the field. Fully aligned with Service Management, this workbook-style book includes chapter learning objectives, chapter summaries, chapter questions, reviews of key terms and concepts, additional cases and examples, discussion questions, and more.

Author: Cengiz Haksever
Publisher: Pearson Education
ISBN: 0133088855
Category : Business & Economics
Languages : en
Pages : 134

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Includes bibliographical references and index.

Author: Bart Van Looy
Publisher: Pearson Higher Ed
ISBN: 0273732188
Category : Business & Economics
Languages : en
Pages : 545

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Book Description
Over 75% of graduates currently find work in the service industries, but there are very few books that deal specifically with the subject of service management. This edition of Services Management provides a comprehensive insight into the industry and its' importance in today's economies. The book is based on three central strands of services management: customers, employees and operations. The final part of the book addresses the issue of performance management and service strategy. Based on a series of research workshops with academics and practitioners at the Service Management Centre, De Vlerick School of Management, University of Ghent, the authors have produced in-depth case studies and survey research to help students to develop a thorough understanding of the specific challenges and issues of service management today. Services Management is ideal for Service Management students within a Business or Tourism degree, but also of great interest to operations, management, marketing and general business students The full text downloaded to your computer With eBooks you can: search for key concepts, words and phrases make highlights and notes as you study share your notes with friends eBooks are downloaded to your computer and accessible either offline through the Bookshelf (available as a free download), available online and also via the iPad and Android apps. Upon purchase, you'll gain instant access to this eBook. Time limit The eBooks products do not have an expiry date. You will continue to access your digital ebook products whilst you have your Bookshelf installed.

Author: David Parker
Publisher: Edward Elgar Publishing
ISBN: 1781006237
Category : Business & Economics
Languages : en
Pages : 585

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Book Description
ïAs the services sector has become the most important sector of many of our economies, this book makes a valued contribution to our greater understanding of what features are critical to operational success in this sector. Based upon sound research and drawing on numerous cases studies, the author has delivered an expose that will be of value to academics and practitioners alike. From a long career in the field, the author has distilled critical content into a well-organised book that is a must for students and practitioners in services operations management. It is welcoming to read of service operations management in the not-for-profit and public sectors.Í _ Peter Liesch, University of Queensland Business School, Brisbane, Australia ïDavid has captured the essentials of service operations within a complete enterprise framework. Based upon case studies from a broad variety of organizations from around the globe, this easy to understand text is a must for students and practitioners alike. Students of service operations and indeed services marketing have been long awaiting a reference such as this.Í _ Derek Lundberg, Metcash Food & Grocery ïThe author recognizes the critical fact that service operations is worlds apart from manufacturing operations management that produces tangible products _ a failing of so many other texts that have drawn on yesteryear manufacturing paradigms to try and explain services. This book succeeds in combining operational analysis with the empirical research to arrive at a comprehensive understanding of the forces that shape and change the service sectors. Drawing on a wealth of information by virtue of his track record of many years researching the service sectors, this book will be invaluable to both students, practitioners and anyone interested in successful service operations _ tourism, hospitality, transport, retailing, utilities, not for profit, public service.Í _ George Downie, Senior Lecturer, Southampton Business School, UK ïThis is an important book for educators, students and professional managers. As the services sector becomes a larger and increasingly pervasive part of our economy and as service operations management becomes the biggest part of most organizations, the opportunity to increase productivity, quality, flexibility and innovation of service provision must be grasped firmly by those who want their organizations to remain competitive and successful. This book very effectively blends conceptual frameworks with new, practical case studies. It is full of valuable and useful insights.Í _ Danny Samson, University of Melbourne, Australia This comprehensive textbook will become required reading for postgraduate students seeking to understand the principles of service operations management and for undergraduate students specializing in hospitality, tourism or the public sector. It will also serve as a handbook for operations managers in service organizations as they seek to develop and implement improved operations strategies. Focusing on service delivery design, capacity, recovery, performance measurement and service strategy, the challenge of delivering exceptional service quality is addressed through a comparison of customersÍ perceptions and expectations. A new approach to quality in services describes the tools and methods for continuous service improvement. This accessible and engaging textbook is the ideal foundation for a course in service operations management. Each chapter: - ' represents a lecture and specific topic _ with specified learning objectives and outcomes ' develops using a ïchunking and scaffoldÍ pedagogical technique _ sub-sections in the chapter develop the chapterÍs theme ' includes examples of organizations and small case-vignettes suitable for class/group discussion and larger cases of international organizations for set-work activity ' draws upon contemporary research with clear citations to show the source _ each chapter has a bibliography and reference list ' includes a series of questions that can be asked of the audience/students _ either to promote discussion or to be set as an assignment See the companion website _ INCLUDE LINK _ for an Instructor Resource Guide and PowerPoint slides, with tips for activities and as a general guide to explore issues raised in the book.

Author: John R. Bryson
Publisher: Springer Nature
ISBN: 3030520609
Category : Business & Economics
Languages : en
Pages : 294

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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.

Author: Cengiz Haksever
Publisher: World Scientific Publishing Company
ISBN: 9813209461
Category : Business & Economics
Languages : en
Pages : 691

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Book Description
The purpose of this book is to provide cutting-edge information on service management such as the role services play in an economy, service strategy, ethical issues in services and service supply chains. It also covers basic topics of operations management including linear and goal programming, project management, inventory management and forecasting.This book takes a multidisciplinary approach to services and operational management challenges; it draws upon the theory and practice in many fields of study such as economics, management science, statistics, psychology, sociology, ethics and technology, to name a few. It contains chapters most textbooks do not include, such as ethics, management of public and non-profit service organizations, productivity and measurement of performance, routing and scheduling of service vehicles.An Instructor's Solutions Manual is available upon request for all instructors who adopt this book as a course text. Please send your request to [email protected].

Author: James A. Fitzsimmons
Publisher: Irwin/McGraw-Hill
ISBN:
Category : Service industries
Languages : en
Pages : 666

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Accompanying CD-ROM contains ... "an assortment of valuable learning tools such as the latest version of ServiceModel software and interactive chapter quizzes--all of which facilitate a deeper understanding of service operations and management."--P. [4] of cover.

Author: Judith S. Hurwitz
Publisher: John Wiley & Sons
ISBN: 0470529083
Category : Computers
Languages : en
Pages : 338

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A plain-English guide to managing IT from the customer's perspective Practical guidance on delivering and managing IT so that it meets the multiple needs and demands of a company and its customers and end-users–both inside and outside the organization–is hard to come by; this accessible book takes a common-sense approach that explains exactly what IT services are and how to fit them most effectively into a business Topics include setting a framework, keeping costs down, improving efficiency, and maintaining standards and best practices This concept of how IT should be wired specifically into the goals and need of the company and its customers is part of a broader picture that includes ITIL, BPM, SOA, and Six Sigma

Author: Ian M. Clayton
Publisher:
ISBN: 9781937961107
Category :
Languages : en
Pages :

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