Catalog Search Results
Author
Publisher
Business Expert Press
Language
English
Description
The service process design landscape is changing, with many of the previous limitations disappearing on how and by whom services are delivered. Opportunities for new service design configurations are being supported, to a large extent, by technology-enabled innovations; many tasks previously performed by the service provider may now be performed by either the customer or the service provider. As a result, customers are playing a more active role in...
2) Lean sigma methods and tools for service organizations: the story of a cruise line transformation
Author
Publisher
Business Expert Press
Pub. Date
2012
Language
English
Description
Every business aspires to be competitive and profitable in their markets. To do this, an organization needs to offer customers value propositions, whether it is manifest in the product they produce or in the service they provide. This in turn will create customer loyalty and growth. There are a number of organizational philosophies and strategies used by businesses to help accomplish this goal, among which are the concepts of Six-Sigma and Lean. Both...
3) Achieving service excellence: maximizing enterprise performance through innovation and technology
Author
Publisher
Business Expert Press
Pub. Date
2014.
Language
English
Description
As the service sectors play an increasingly important role in all economies worldwide, service executives and professionals are well advised to recognize two main pathways to achieving sustainable success in services, namely, enhancing the strategic differentiation and operational excellence of their service enterprises; obviously, these executives and their employees need to develop the knowledge and skills required to achieve such success. This...
Author
Publisher
Business Expert Press
Pub. Date
2014.
Language
English
Description
Designed for executives in companies that manufacture or sell products, this book outlines the challenges of launching a service and solutions business within a product-oriented organization. The target audience-- manufacturers, industrial suppliers, technology firms, and other vendors of business goods--views services and solutions as a means to financial growth, reduced revenue volatility, greater differentiation from the competition, increased...
Author
Publisher
Business Expert Press
Pub. Date
2014.
Language
English
Description
Unsettled times can arise from a variety of causes, including environmental (e.g., earthquake), climatic (e.g., floods), economic (e.g., recession), social (e.g., illness), or political (e.g., civil unrest). They can result in citizens' loss of homes/possessions, jobs, health, or mobility. Citizens move from above the level of consumption adequacy, where their behaviors reflect long-term and higher-order needs, to below the level of consumption adequacy,...
Author
Publisher
Business Expert Press
Pub. Date
2015.
Language
English
Description
People, Processes, Services, and Things: Using Services Innovation to Enable the Internet of Everything guides the reader through the technological advances, business needs, and societal shifts that drive the Internet of Everything (IoE). It continues by explaining the differences and relationships between the Internet of Things (IoT) and IoE. IoE offers many benefits to industries and organizations that embrace it, but there are real adoption and...
Author
Publisher
Business Expert Press
Pub. Date
2015.
Language
English
Description
This book explains the design thinking approach both for designing new services and delivering the services. This approach itself can be applied to areas other than pure services, because it contains the innovative and intrinsic ingredients that can be applied to any human activity. Chapter 1 introduces mindset and preparation for service design. Introduction on design thinking and design thinking toolkits are provided in Chapter 2, which you can...
Author
Publisher
Business Expert Press
Pub. Date
2016.
Language
English
Description
This book investigates the genesis and success of innovation in the hospitality industry as detailed in over four dozen case studies. In many of the cases, the innovators themselves provide the insights into their innovative inspiration and the lessons learned from the way they brought their ideas to life. The cases include innovations for improved customer service, stronger human resources, and new food service and lodging concepts. While updated...
Author
Publisher
Business Expert Press
Pub. Date
2016.
Language
English
Description
This book takes the position that organizations, such as businesses and government agencies, form a special class of living system. As such they come into being, live through lifecycle stages, and can experience organizational health and various forms of organizational illness along the way. If the latter is frequent or extended, such organizations often die an untimely death. A services perspective can go a long way to combat this outcome and assist...
10) Matching services to markets: the role of the human sensorium in shaping service-intensive markets
Author
Publisher
Business Expert Press
Pub. Date
2016.
Language
English
Description
Every creature builds its niche in engagement with its environment. Such engagements, repeated over time, invariably result in stable exchanges supporting a particular species. Every species maintains its exchanges using its unique sensorium, its own aggregated set of sensory channels it uses to see and frame the world around it. Our sensorium dictates the unique way we discover our worlds. It determines the reach, the range, the limits, the apprehended...
Author
Publisher
Business Expert Press
Pub. Date
2016.
Language
English
Description
This book invites the reader on a journey of discovery of service systems. From a Service-Dominant-Logic perspective, such systems are the building blocks of all economic activity, and innovation of new service systems holds the promise of a new industrial revolution. Users navigating websites, customers interacting with intelligent mobile retail applications, patients interpreting advice from health-care professionals and other sources, students...
Author
Publisher
Business Expert Press
Pub. Date
2016.
Language
English
Description
Service and the service dominant logic driving today's global economy influence every aspect of our lives, in the process, shaping our social and natural environments. This scenario dictates that new ways to provide services must be offered that will enrich service systems and service networks with added values and benefits, ultimately to yield sustainable services. To put sustainability into practice and generate sustainable services will require...
Author
Publisher
Business Expert Press
Pub. Date
2018.
Language
English
Description
Cities are without a doubt one of the miracles of human creation and the embodiment of the human environment. Insofar as they are large and densely populated human settlements with defined legal and political boundaries that comprise clusters of buildings, open spaces, public facilities and infrastructure, cities are mainly spaces of services that are exchanged between a wide variety of stakeholders-namely, residents, traders, visitors, and the city...