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Service management : theory and practice / John R. Bryson, Jon Sundbo, Lars Fuglsang, Peter Daniels [electronic book] /

By: Contributor(s): Material type: Computer fileComputer filePublisher: Basingstoke : Palgrave Macmillan ; ©2020Description: 1 online resource : illustrations (black and white)Content type:
  • text
  • still image
Media type:
  • computer
Carrier type:
  • online resource
ISBN:
  • 9783030520601 :
Subject(s): Online resources:
Contents:
1. Reading and Managing Service Businesses2. Service Research and Service Theory3. Business Models and Service Strategy4. Techno Service Worlds? Digitization of Service Businesses5. Service Operations and Productivity6. Service Personnel and their Management7. Process and Product Innovation in Service Businesses8. Customer First: Understanding Customers9. Marketing Services10. Manufacturing Companies and the Shift towards Servitization11. Supply Chains and Logistics Services12. Internationalizing Service Businesses13. Measuring Company Performance and Customer Satisfaction14. Reading and Managing Service Businesses: An Integrated Case Study Approach.
Summary: 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.
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Includes bibliographical references and index

1. Reading and Managing Service Businesses2. Service Research and Service Theory3. Business Models and Service Strategy4. Techno Service Worlds? Digitization of Service Businesses5. Service Operations and Productivity6. Service Personnel and their Management7. Process and Product Innovation in Service Businesses8. Customer First: Understanding Customers9. Marketing Services10. Manufacturing Companies and the Shift towards Servitization11. Supply Chains and Logistics Services12. Internationalizing Service Businesses13. Measuring Company Performance and Customer Satisfaction14. Reading and Managing Service Businesses: An Integrated Case Study Approach.

Restricted to GMIT Library patrons

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.

eBook, Available via GMIT Library webpage

Subject to print download restrictions

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