The Oxford Handbook of Professional Service Firms PDF Download
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Author: Laura Empson Publisher: Oxford University Press, USA ISBN: 0199682399 Category : Business & Economics Languages : en Pages : 561
Book Description
The Oxford Handbook of Professional Service Firms discusses firms providing services in the traditional professions such as law, accounting, and architecture as well as newer sectors such as, management consulting, advertising, and engineering. It provides a critical overview of contemporary research on PSFs, and suggests avenues of future inquiry.
Author: Stephan Kaiser Publisher: Springer Science & Business Media ISBN: 3642160638 Category : Business & Economics Languages : en Pages : 211
Book Description
Managing strategies for professional service firms is an important and complex activity. The main issues in this book cover the core management principles for service firms in a comprehensive way. Based on current research findings it includes the management of service quality, knowledge and marketing as well as people, organizational and strategic issues. In understanding critical resources managers and partners will be able to effectively develop and exploit them. The book contains practical advice and offers a profound insight into the managerial excellence of service companies.
Author: Robert E. Hinson Publisher: IAP ISBN: 1641136871 Category : Business & Economics Languages : en Pages : 262
Book Description
Customer Service Essentials is a must-read and a definitive source of information on effective management of customer service in Africa and beyond. Leveraging on unique concepts and practices developed in the field of customer service management, this book uses case studies and vignettes to reinforce learnings, drawing parallels to real life experiences. The book is a valuable resource for individuals and organizations, in the quest to achieve excellent customer service, increased productivity and enhanced employee satisfaction. It explores the practical challenges of customer service in Africa, examines critical success factors and provides guidelines for effective customer engagement in this evolving highly networked digital era. Policy makers, directors, managers and students will gain valuable and actionable insights on service management as they navigate the chapters. Praise for Customer Service Essentials: Lessons for Africa and Beyond "This book captures service excellence by detailing out in a most explicit manner essential services dynamics of Responsiveness, Accessibility, Tangibles, Empathy and Reliability. I highly recommend it!" Esi Elliot Assistant Professor, Marketing Suffolk University, Boston, MA "I am very impressed with this book and excited to see the topics being discussed in the Chapters are geared toward quality customer service in Africa. All the chapters are superbly written, relevant to the African context and above all, the authors cover incredibly interesting topics and support them with pertinent cases. Bringing together such fine minds in the field, this book is useful and a must for anyone serious about customer service, service branding and the need to respect the customer." Charles Blankson Professor of Marketing College of Business University of North Texas "Hinson and colleagues have skillfully put together a useful collection of new perspectives on modern customer service essentials with an African and global perspective. This is a highly recommended text for students and practitioners." Ellis L.C. Osabutey Reader Roehampton University Business School United Kingdom
Author: Alex Janes Publisher: McGraw Hill ISBN: 1526802570 Category : Business & Economics Languages : en Pages : 673
Book Description
This new edition of Craftingand Executing Strategy continues to provide a valuable resource forEuropean readers while embracing new and updated core concepts and key theoriesin strategy. Throughout the text you will find a range of examples thatillustrate how strategy works in the real world and encourage the practicalapplication of learning. Complementing the chapters is a section of new casesproviding in-depth analysis of the challenges of strategic management at arange of companies. This edition includes: • A new 6Ds framework, allowing readers to structure theirapproach to strategic management around the fundamental elements of thestrategy process (Diagnosis, Direction, Decisions and Delivery) and the contextwithin which that process is managed (Dynamism and Disorder). • Opening cases that begin each chapter and feature real-lifebusiness scenarios from companies such as Tinder, Ikea and Victorinox,introducing strategic concepts and theories. • Illustration Capsules, which have been updated to illustratecontemporary business concerns and demonstrate how companies have reactedstrategically, increasing understanding of successful strategies. Companiesfeatured include Burberry, TOMS, Aldi, Novo Nordisk and more. • Key Debates that stimulate classroom discussion and encouragecritical analysis. • Emerging Themes that present contemporary strategicopportunities and issues such as ripple intelligence and technology and neworganizational structures. • A Different View encouraging readers to appreciate differingviewpoints on strategic concepts and theories. • End of chapter cases that capture each chapter’s main theoriesthrough engaging cases on companies such as Adidas and Nike, Lego and Uber. • New recommended reading at the end of each chapter which help tofurther knowledge, including classic texts and advanced reading, and authornotes providing context Connect is McGraw-Hill Education’s learning and teachingenvironment that improves student performance and outcomes while promotingengagement and comprehension of content. New for this edition are interview-style videos, featuring authorAlex Janes in discussion with business leaders, exploring how organizationalstrategy has developed within companies as diverse as Jeep, Levi Strauss, NovoNordisk and a prestigious oil and gas company. The videos are provided infull-length or in segments, with questions aimed at encouraging classroomdiscussion or self-testing. This new edition is available with SmartBook, McGraw-HillEducation’s adaptive, digital tool that tests students’ knowledge of key conceptsand pinpoints the topics on which they need to focus study time. Crafting and Executing Strategy is also available with both TheBusiness Strategy Game and GLO-BUS – the world’sleading business strategy simulations.
Author: Reif Publisher: Martinus Nijhoff Publishers ISBN: 9004637230 Category : Law Languages : en Pages : 783
Book Description
This anthology brings together a selection of writings by ombudsman experts that explore various aspects of the contemporary public sector ombudsman. Originally published in International Ombudsman Institute publications, these articles illustrate the diversity of ombudsman offices around the world and underscore the elements and issues that are important to all ombudsman institutions. From its Scandinavian roots, the ombudsman model has been established worldwide and at all levels of government as a mechanism to monitor and improve government administration. The model has seen renewed interest in the past decade in democratizing countries which are reforming their governmental institutions, such as in Latin America, Central and East Europe, Africa and the Asia Pacific region. This anthology explores the essential elements of the public sector ombudsman and the emerging mandates of the ombudsman institution both in established and consolidating democracies. In particular, the role of the ombudsman in human rights protection is scrutinized from a variety of perspectives. The anthology also includes critical analyses of the extent of the jurisdiction of the public sector ombudsman, focusing on matters such as the relationship of the ombudsman with administrative tribunals and the courts. Issues surrounding the ombudsman process of investigation, recommendation and reporting are highlighted - such as administrative fairness in the ombudsman process, special investigations, public education about the office and media relations.
Author: Lynn R. Kahle Publisher: Routledge ISBN: 113691790X Category : Business & Economics Languages : en Pages : 337
Book Description
The growing complexity and importance of sports and event marketing has pushed scholars and practitioners to apply sophisticated marketing thinking and applications to these topics. This book deals with the professional development in the sense that sports marketing can be viewed as an application of consumer behavior research. Readers will learn about new opportunities in using consumer behavior knowledge effectively in the areas of: influencing behaviors in society and sports; building relationships with consumers through sports and events; and providing services to consumers through sport and event sponsorships. This book, by a superb group of authors, includes comprehensive reviews, innovative conceptual pieces, empirical research and rigorous attention to data.
Author: Christian Homburg Publisher: McGraw Hill ISBN: 0077146050 Category : Business & Economics Languages : en Pages : 645
Book Description
Marketing Management: A Contemporary Perspective provides a fresh new perspective on marketing from some of the leading researchers in Europe. The book offers students and practitioners the comprehensive coverage they need to make the right decisions to create and implement highly successful marketing strategies. This exciting new edition includes updated cases and combines scholarly international research with relevant and contemporary examples from markets and brands across the world. The authors combine their experience as researchers and industry consultants to provide the conceptual and theoretical underpinning of marketing and empirical research, helping students to understand how marketing concepts can be applied and implemented. The book covers a full range of industries including business-to-customer, business-to-business, services marketing, retailing and international marketing from companies around the globe.
Author: Diane Huber Publisher: Elsevier Health Sciences ISBN: 0323266894 Category : Medical Languages : en Pages : 937
Book Description
Comprehensive and easy to read, this authoritative resource features the most up-to-date, research-based blend of practice and theory related to the issues that impact nursing management and leadership today. Key topics include the nursing professional’s role in law and ethics, staffing and scheduling, delegation, cultural considerations, care management, human resources, outcomes management, safe work environments, preventing employee injury, and time and stress management. Research Notes in each chapter summarize relevant nursing leadership and management studies and show how research findings can be applied in practice. Leadership and Management Behavior boxes in each chapter highlight the performance and conduct expected of nurse leaders, managers, and executives. Leading and Managing Defined boxes in each chapter list key terminology related to leadership and management, and their definitions. Case Studies at the end of each chapter present real-world leadership and management situations and illustrate how key chapter concepts can be applied to actual practice. Critical Thinking Questions at the end of each chapter present clinical situations followed by critical thinking questions that allow you to reflect on chapter content, critically analyze the information, and apply it to the situation. A new Patient Acuity chapter uses evidence-based tools to discuss how patient acuity measurement can be done in ways that are specific to nursing. A reader-friendly format breaks key content into easy-to-scan bulleted lists. Chapters are divided according to the AONE competencies for nurse leaders, managers, and executives. Practical Tips boxes highlight useful strategies for applying leadership and management skills to practice.
Author: John R. Bryson Publisher: Edward Elgar Publishing ISBN: 1781000417 Category : Business & Economics Languages : en Pages : 465
Book Description
Service business accounts for more than 75 per cent of the wealth and employment created in most developed market economies. The management and economics of service business is based around selling expertise, knowledge and experiences. This Handbook co
Author: Laura Empson
Author: Stephan Kaiser
Author: Robert E. Hinson
Author: Alex Janes
Author: Reif
Author: Lynn R. Kahle
Author: Christian Homburg
Author: Neil Morgan
Author: Diane Huber
Author: John R. Bryson
Author: Harsh V. Verma