3.035 resultater (0,36690 sekunder)

Vis alle filtre

Mærke

Vis alle

Butik

Pris (EUR)

Nulstil filter

Produkter
Fra
Butikker

Service Quality - - Bog - SAGE Publications Inc - Plusbog.dk

Service Quality - - Bog - SAGE Publications Inc - Plusbog.dk

The importance of service and service quality has been growing in the world economy since the late 1970s. Establishing new levels of sophistication and rigor, as well as a broad set of approaches, Service Quality presents the latest research and theory in customer satisfaction and services marketing. Designed to advance the practice of delivering superior service, the field′s leading scholars and practitioners present a wealth of ideas that include measuring the managerial impact of service quality improvement, new methods of assessing the various elements of service quality, and philosophies about the nature of customer value. Presenting diverse points of view and revealing a variety of emerging ideas, the editors conclude with a look toward the future of service quality. An exhilarating--and sometimes demanding--change of pace, Service Quality is essential for professionals, researchers, scholars, and students in marketing studies.

DKK 844.00
1

Service Management - Peter Daniels - Bog - Springer Nature Switzerland AG - Plusbog.dk

Service Management - Peter Daniels - Bog - Springer Nature Switzerland AG - Plusbog.dk

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.

DKK 884.00
1

Psychogeriatric Service Delivery - - Bog - Oxford University Press - Plusbog.dk

Psychogeriatric Service Delivery - - Bog - Oxford University Press - Plusbog.dk

In an ageing world, the delivery of psychogeriatric services in an effective and efficient manner is an increasing concern for health service providers and administrators in both developed and developing countries. Despite awareness of the anticipated mental health needs of the ageing population, services for older people have been slow to develop in many places, and in some places do not exist at all.This volume brings together the theory and practice of psychogeriatric service delivery from an international perspective. It examines the range of different service models, perspectives and ideas with the evidence-base for each, providing a unique resource for those planning and administering psychogeriatric services.The first section of the book discusses the theory behind psychogeriatric service delivery, including its history, service delivery principles, needs analysis, population-based service planning, economics and funding, and evidence-based service delivery. Section two concentrates on practice, describing examples of service delivery from a number of European, American, African, Asian and Australasian settings. The third section focuses on solutions, evaluating the range of delivery settings and considering the needs of both consumers and carers.

DKK 1084.00
1

A Guide to Customer Service Skills for the Service Desk Professional - Donna Knapp - Bog - Cengage Learning, Inc - Plusbog.dk

A Guide to Customer Service Skills for the Service Desk Professional - Donna Knapp - Bog - Cengage Learning, Inc - Plusbog.dk

The Third Edition of A GUIDE TO CUSTOMER SERVICE SKILLS FOR THE SERVICE DESK PROFESSIONAL explores the changing role of the service desk professional. Each chapter expands upon a particular skill required to provide effective customer support and provides proven techniques for implementing the concepts. Research, references, and resources have been updated in each chapter, and ITIL vocabulary and concepts are reflected throughout the text. New information is also incorporated, such as a discussion of general trends currently affecting the information technology industry and technology trends affecting the service desk. The text focuses on providing individuals with practical instruction on the unique skill set needed to execute the expanding mission of the service desk.

DKK 877.00
1

Service-Oriented Computing - - Bog - Springer International Publishing AG - Plusbog.dk

Service-Oriented Computing - - Bog - Springer International Publishing AG - Plusbog.dk

This book constitutes the proceedings of the 20 th International Conference on Service-Oriented Computing, ICSOC 2022, held in Seville, Spain, in November -December 2022. The 29 full, 15 short, and 4 vision papers included in this volume were carefully reviewed and selected from 221 submissions. They were organized in topical sections named: ​service modeling and mining; quality of service; microservices; service personalization, recommendation, and crowdsourcing; blockchain; IoT and green computing; services for cloud, edge, and fog computing; artificial intelligence and machine learning for service computing; vision papers.

DKK 816.00
1

Designing Service Excellence - Toni Ivergard - Bog - Taylor & Francis Inc - Plusbog.dk

Designing Service Excellence - Toni Ivergard - Bog - Taylor & Francis Inc - Plusbog.dk

The moment of truth—that instant when consumers experience and judge service quality—is often a deciding factor in business success. Designing Service Excellence: People and Technology provides practical information on the design, management, and organization of many different types of service industries, such as hotels, restaurants, banks and financial institutions, retail, and the public sector. The authors investigate the consumers’ experience and judgment on service quality, which ultimately determines the success or failure of the service. They then consider people, usability, and technology in the automation of high-quality service. This research-driven book identifies service—in a variety of forms—as an area of business and management where rapid change is taking place. The authors examine how service has become a balance between people and technology and explore this relationship as one of the key drivers of change. They discuss how social, cultural, and technological developments influence the ways in which customers contact, negotiate, and purchase services from their chosen service providers. These same developments are also driving communications between customers relating to the services they buy and are willing to recommend to others (or otherwise). Intermingled, these features of our current-day lives have changed the nature of service provision and service use. When your organization has its moment of truth, how will it measure up? Organizations whose business has service at its core and whose activities focus mainly on service design, management, and delivery are likely to find increasingly that, for survival, service is a matter of life or death. This book provides a deep understanding of the relationship between people and technology along with an ergonomic approach to the design and management of service delivery that helps you deliver the value and benefits that customers not only want, but increasingly come to expect.

DKK 791.00
1

Service-Oriented Computing - - Bog - Springer International Publishing AG - Plusbog.dk

Service-Oriented Computing - - Bog - Springer International Publishing AG - Plusbog.dk

This book constitutes the proceedings of the 14th International Conference on Service-Oriented Computing, ICSOC 2016, held in Banff, AB, Canada, in October 2016. The 30 full papers presented together with 18 short papers and 8 industrial papers in this volume were carefully reviewed and selected from 137 submissions. The selected papers covered important topics in the area of service-oriented computing, including foundational issues on service discovery and service-systems design, business process modelling and management, economics of service-systems engineering, as well as services on the cloud, social networks, the Internet of Things (IoT), and data analytics.

DKK 780.00
1

Service-Learning for Youth Leadership - - Bog - Springer Verlag, Singapore - Plusbog.dk

Service-Learning for Youth Leadership - - Bog - Springer Verlag, Singapore - Plusbog.dk

This book examines service-learning - a valuable means of promoting civic engagement and youth leadership in students by enabling them to apply their knowledge to needy people in the community. It describes selected service-learning projects in different areas by highlighting the subjects being offered, service site(s), completed service projects, evaluation findings and teachers'' reflections. Although service-learning has increased tremendously in the West, its development in different Chinese societies is still in its infancy. As such, this book provides valuable insights on the implementation and future directions of the service-learning movement in China by documenting lessons learned and sharing success stories. It also discusses related evaluation findings and impacts on students to show that service-learning can increase students'' empathy, social awareness, social responsibility and psychosocial skills and as a result can improve their quality of life. In addition, the book highlights how service-learning activities promote the well-being of the clients and communities being served. It also stimulates thinking and sharpens the thoughts of educators, administrators and those who wish to promote the quality of life of students and service recipients through service-learning.

DKK 816.00
1

New Service Development - James A. Fitzsimmons - Bog - SAGE Publications Inc - Plusbog.dk

New Service Development - James A. Fitzsimmons - Bog - SAGE Publications Inc - Plusbog.dk

The service paradigm is changing from the traditional concept of a service transaction to one of the service experience. Starbucks Coffee, Disney World, and Planet Hollywood, all define their perspective services as experiences. As businesses explicitly charge for memorable encounters, they stimulate a transition from a service economy to a new experience economy. New Service Development: Creating Memorable Experiences is the first book to address the topic of new service development for the evolving experience economy. It draws upon the expertise of internationally recognized authors and covers topics in service innovation, process design, and implantation. Chapter contributors from the fields of operations management, marketing information technology, and organizational behavior explore the issues that service firms must address to sustain advantage in the new experience economy. Students and professionals in the fields of service management, new product development, and new venture creation will all benefit from the wisdom in this innovative, ground breaking book.

DKK 1029.00
1

ITIL INTERMEDIATE SERVICE DESIGN COURSEW - Pelle R Stock - Bog - VAN HAREN PUBLISHING - Plusbog.dk

ITIL INTERMEDIATE SERVICE DESIGN COURSEW - Pelle R Stock - Bog - VAN HAREN PUBLISHING - Plusbog.dk

ITIL Intermediate Service Design 3 daysThis course leads to the ITIL Certificate Service Design. This is a free-standing qualification, but is also part of the ITIL Intermediate Lifecycle stream, and one of the modules that leads to the ITIL Expert Certificate in IT Service Management.The course covers the management and control of the activities and techniques within the Service Design stage, but not the detail of each of the supporting processes.Youll learn Detailed understanding of processes, functions and activities related to Service Design within the Service Lifecycle.Introduction to service designService design

DKK 954.00
1

ITIL INTERMEDIATE SERVICE OPERATION COUR - Pelle R Stock - Bog - VAN HAREN PUBLISHING - Plusbog.dk

ITIL INTERMEDIATE SERVICE OPERATION COUR - Pelle R Stock - Bog - VAN HAREN PUBLISHING - Plusbog.dk

ITIL Intermediate Service Operation 3 daysThis course leads to the ITIL Certificate Service Operation. This is a free-standing qualification, but is also part of the ITIL Intermediate Lifecycle stream, and one of the modules that leads to the ITIL Expert Certificate in IT Service Management.The course covers the management and control of the activities and techniques within the Service Operation stage, but not the detail of each of the supporting processes.Youll learn Detailed understanding of processes, functions and activities related to Service operations within the Service Lifecycle.Introduction to service operationService operation

DKK 954.00
1

ITIL INTERMEDIATE SERVICE STRATEGY COURS - Pelle R Stock - Bog - VAN HAREN PUBLISHING - Plusbog.dk

ITIL INTERMEDIATE SERVICE STRATEGY COURS - Pelle R Stock - Bog - VAN HAREN PUBLISHING - Plusbog.dk

ITIL Intermediate Service Strategy 3 daysThis course leads to the ITIL Certificate Service Strategy. This is a free-standing qualification, but is also part of the ITIL Intermediate Lifecycle stream, and one of the modules that leads to the ITIL Expert Certificate in IT Service Management.The course covers the management and control of the activities and techniques within the Service Strategy stage, but not the detail of each of the supporting processes.Youll learn Detailed understanding of processes, functions and activities related to Service Strategy within the Service Lifecycle.Introduction to service strategyService strategy

DKK 954.00
1

ITIL INTERMEDIATE SERVICE TRANSITION COU - Pelle R Stock - Bog - VAN HAREN PUBLISHING - Plusbog.dk

ITIL INTERMEDIATE SERVICE TRANSITION COU - Pelle R Stock - Bog - VAN HAREN PUBLISHING - Plusbog.dk

ITIL Intermediate Service Transition 3 daysThis leads to the ITIL Certificate Service Transition. This is a free-standing qualification, but is also part of the ITIL Intermediate Lifecycle stream, and one of the modules that leads to the ITIL Expert Certificate in IT Service Management.The course covers the management and control of the activities and techniques within the Service Transition stage, but not the detail of each of the supporting processes.Youll learn Detailed understanding of processes, functions and activities related to Service transition within the Service Lifecycle.Introduction to service transitionService

DKK 954.00
1

INTERMEDIATE CONTINUAL SERVICE IMPROVEME - Pelle R Stock - Bog - VAN HAREN PUBLISHING - Plusbog.dk

INTERMEDIATE CONTINUAL SERVICE IMPROVEME - Pelle R Stock - Bog - VAN HAREN PUBLISHING - Plusbog.dk

ITIL Intermediate Continual Service Improvement 3 daysThis course leads to the ITIL Certificate Continual Service Improvement. This is a free-standing qualification, but is also part of the ITIL Intermediate Lifecycle stream, and one of the modules that leads to the ITIL Expert Certificate in IT Service Management.The course covers the management and control of the activities and techniques within the Continual Service Improvement stage, but not the detail of each of the supporting processes.Youll learn Detailed understanding of processes, functions and activities related to Continual Service Improvement within the Service

DKK 954.00
1

Research on Service Learning - - Bog - Taylor & Francis Inc - Plusbog.dk

Research on Service Learning - - Bog - Taylor & Francis Inc - Plusbog.dk

The purpose of this set is to improve service learning research and practice through strengthening its theoretical base. Contributing authors include both well-known and emerging service learning and community engagement scholars, as well as scholars from other fields. The authors bring theoretical perspectives from a wide variety of disciplines to bear as they critically review past research, describe assessment methods and instruments, develop future research agendas, and consider implications of theory-based research for enhanced practice. This set constitutes a rich resource that suggests new approaches to conceptualizing, understanding, implementing, assessing, and studying service learning. Each chapter offers recommendations for future research.Research on Service Learning: Conceptual Frameworks and Assessment will be of interest to both new and veteran service learning instructors seeking to enhance their practice by integrating what has been learned in terms of teaching, assessment, and research. Staff and faculty who are responsible for promoting and supporting service learning at higher education institutions, evaluating community service programs, and working with faculty to develop research on service learning, will also find this volume helpful. For scholars and graduate students reviewing and conducting research related to service learning, this book is a comprehensive resource, and a knowledge base about the processes and outcomes of innovative pedagogies, such as service learning, that will enable them to locate their own work in an expanding and deepening arena of inquiry.Both volumes open with chapters focused on defining the criteria for quality research. Volume 2A, then begins with research related to students, comprising chapters that focus on cognitive processes, academic learning, civic learning, personal development, and intercultural competence. The concluding faculty section presents chapters on faculty development, faculty motivation, and faculty learning. Volume 2B addresses community development, and the role of nonprofit organizations in service learning. It then focusses on institutions, examining the institutionalization of service learning, engaged departments, and institutional leadership. The final section on partnerships in service learning includes chapters on conceptualizing and measuring the quality of partnerships, inter-organizational partnerships, and student partnerships.Both volumes are also available separately.

DKK 797.00
1

Service Quality - Susan Schoenberger White - Bog - SAGE Publications Inc - Plusbog.dk

Service Quality - Susan Schoenberger White - Bog - SAGE Publications Inc - Plusbog.dk

"This book is not a ′one-minute′ guide for managers in search of alleged quick-fixes of service quality. Instead, it is thirty years of accumulated theory and research that can help serious students understand and analyze this complex phenomenon. The book succeeds in embedding the often overlooked customer within organization studies, using the interdisciplinary approach that scholars preach but seldom practice, and closing with an agenda for future research that others might even find worth pursuing." --Dr. David E. Bowen, Professor of Management and Dean of Faculty and Programs, Thunderbird "Schneider and White promise to deliver insight into the intriguing intricacies of providing excellent services. They deliver sagacity, the intelligent application of knowledge. They do this by being eclectic, disciplined, and thoughtful... Facts about service – what it is, how it happens, what is required to make it better – thankfully dominate this book, supported by good thinking and good methods. No one interested in service quality should miss this book. There is no other book like it." --Rick Guzzo, Ph.D., Mercer Human Resource Consulting "The coverage is excellent. Among other things, it does a nice job of providing a rationale for why researchers and managers need to understand the perspectives of their customers." --Susan E. Jackson, Ph.D., Rutgers University The last three decades have seen a dramatic increase in the attention businesses devote to their quality of service. Scholars and researchers in a number of disciplines, including marketing, human resources I/O psychology, sociology, and consumer behavior, have all made substantial contributions to understanding what service is, how service and service delivery quality are experienced by customers, and the role of employees and their organizations in service delivery. Service Quality: Research Perspectives presents a comprehensive overview and analysis of the field and its research, including its growth, emerging trends, and debates. Authors Benjamin Schneider and Susan S. White cover the diverse conceptual and empirical approaches that characterize thinking and research on service quality, especially service delivery. It introduces the concept of service and the important ways service production can differ from goods production. It also presents a history of the concept of product quality and the emergence of concern for service quality. Key Features - - Summarizes conceptual and empirical research from the marketing perspective on the measurement of service quality and customer satisfaction - - Deals with concepts and approaches to service characteristic of operations management, especially the role of customer variability in service production - - Introduces research promoting the linkage of service climate experienced by employees to the service quality experienced by customers - - Presents several HR/OB approaches to organizational design and useful frameworks for integrating ideas from marketing and operations management into HR/OB research - - Offers six key research questions that integrate three different perspectives and provide important avenues for additional analysis and research

DKK 1029.00
1

Selling in Customer Service - Leon Cai - Bog - Taylor & Francis Ltd - Plusbog.dk

Selling in Customer Service - Leon Cai - Bog - Taylor & Francis Ltd - Plusbog.dk

"Service" in this book refers to the behaviors and actions of serving customers. "Selling" in this book refers to the behaviors and actions of selling products to customers. Hence, this book is completely different from other books on these subjects—Despite the fact that there are many books on service improvement and many related to selling skills worldwide, there are few books on how service and selling are integrated and coordinated. Primarily, it focuses on the interaction and transition between "the behavior of service" and "the behavior of selling" by sharing methods and skills of how those two are interrelated. This book provides many helpful guidelines and solutions for turning customers’ satisfaction with service into growth in sales. Through many refreshing ideas, the author helps you deeply understand the significance of integration of and conversion between service and selling and the harm of disconnection between service and selling. Many new ideas and viewpoints, which are different from other service books or sales books, are discussed, such as the contention that "over-service and over-selling should be prevented." Instead of: Giving highly complex and abstract definitions of "service" or "selling," this book redefines service and selling with "say YES to customers" and "Make customers say YES" respectively. Insisting that customers’ satisfaction with service will naturally lead to their long-term loyalty, this book emphasizes that customers'' satisfaction with service has a shelf lifetime, which will soon fade over time. Taking the achievement of customer satisfaction as the final purpose of service, the author believes that "the end of service is not customer satisfaction, but to create new customer needs and achieve increased sales." Taking "meeting or exceeding customer expectations" as the golden rule, the author insists that "customer expectations need to be reduced first, then satisfied, and upgraded finally." Focusing on the development of customers’ buying needs like other books do, this book focuses oppositely on the research of "why customers have no buying needs."

DKK 995.00
1

Service Management - Paul Gemmel - Bog - Pearson Education Limited - Plusbog.dk

Service Management - Paul Gemmel - Bog - Pearson Education Limited - Plusbog.dk

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 third 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 third edition 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

DKK 906.00
1