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Service Mining - Wei Lun Chang - Bog - Business Expert Press - Plusbog.dk

Service Mining - Wei Lun Chang - Bog - Business Expert Press - Plusbog.dk

Information technology and the discipline of service science have changed the way we think about, develop and deliver service and services. This book will introduce a novel concept, service mining, to address several research areas from the viewpoints of technology, model-building, management, and application. Service mining is defined as ''a systematical process including service discovery, service experience, service recovery and service retention to discover unique patterns and exceptional values within the existing service pool''. The goal of service mining is similar to data mining, text mining or web mining. All aim to ''detect something new'' from the base being mined. Service mining targets the service pool. What distinguishes service mining from data or text mining is the concept service itself. Data is generally considered factual; text, though more nuanced in that words carry connotations, has a primary denotative quality which conveys meaning that text miners and the consumers of the mined text agree upon. Service, however, is trickier. It is a process of establishing a value proposition; and the value it represents is the joint creation of the provider and the customer, each of which offers a different perception in constructing the value proposition. Moreover, in the concept of service mining, the mining target is not only the traditional categories of services but also IT-based services. Under the big umbrella of service science, service mining is considered to be a branch of it. The goals of this book are to develop the concept of service mining and identify the possible applications of it. The contribution is to furnish a roadmap of service mining to researchers, managers, and marketers in service sectors.

DKK 211.00
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Customer Service Management in Africa - - Bog - Taylor & Francis Ltd - Plusbog.dk

Customer Service Management in Africa - - Bog - Taylor & Francis Ltd - Plusbog.dk

Customer Service Management in Africa: A Strategic and Operational Perspective (978-0-367-14337-4, K410515) "Customer Service is Changing!" The message of 34 authors featured in Customer Service Management in Africa: A Strategic and Operational Perspective is clear: Today’s consumers are no longer ‘passive audiences’ but ‘active players’ that engage with businesses at each stage of product or service design and delivery systems. Consumer demands and expectations are also increasingly being dictated by changing personal preferences, enhanced access to information and expanding digital reality. The customer service principles – strategic and operational – advocated by these authors are universal, but particularly compelling as they apply to Africa’s unique and dynamic operating environment. In recognition of the importance of excellent customer service, this comprehensive and well-timed book provides an essential guide on the increasing role of the customer to business success. This book discusses the management and delivery of customer service under seven broad themes: Customer Service as Shared Value , Customer Service Strategy , Customer Service Systems , Customer Service Style, Customer Service Culture, Customer Service Skills and Customer Experience – Advancing Customer Service in Africa. Central questions posed and addressed include: What is the new definition of customer service management? How should organisations position themselves to create value for customers and stakeholders? How should employees project themselves to align with customer service promises made by their organisations? Overall, this book provides strategic and operational insights into effective customer service management in Africa. The customer service management concepts, roles and practices outlined, particularly as they apply to the African context, make it an important addition to scholars’ or practitioners’ reference works.

DKK 357.00
1

Service and Service Systems - Philippa Hunter Jones - Bog - Business Expert Press - Plusbog.dk

Service and Service Systems - Philippa Hunter Jones - Bog - Business Expert Press - Plusbog.dk

Unsettled times can arise from a variety of causes, including ones that are environmental, climatic, economic, social or political in nature. They can result in citizens'' loss of homes and 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, where they are forced into a short-term focus on simple existence. In parallel, services provided by various organizations - utilities, transportation, medical, maintenance, housing, education, broadcasting, national state and local governments - may become ineffective or unavailable under such conditions. This book explores the effect of unsettled times on spatial service systems. It describes the scope and breadth of the problem as well as providing solutions by offering original insights from managers of service organizations (especially public services), policy-makers and service system researchers and students. The book briefly introduces the related concepts of consumption adequacy and spatial service systems. The impact of these issues for spatial service systems is analyzed, implications discussed, the lessons to be learned and conclusions will be drawn on the actions needed to build spatial service system resilience for future occurrences. The potential for this book is interdisciplinary, and could be relevant not only for business/management courses, but also in the areas of public administration and also economic geography.

DKK 211.00
1

Service-Oriented Architecture - Thomas Erl - Bog - Pearson Education (US) - Plusbog.dk

Service-Oriented Architecture - Thomas Erl - Bog - Pearson Education (US) - Plusbog.dk

The Top-Selling, De Facto Guide to SOA--Now Updated with New Content and Coverage of Microservices! For more than a decade, Thomas Erl’s best-selling Service-Oriented Architecture: Concepts, Technology, and Design has been the definitive end-to-end tutorial on SOA, service-orientation, and service technologies. Now, Erl has thoroughly updated the industry’s de facto guide to SOA to reflect new practices, technologies, and strategies that have emerged through hard-won experience and creative innovation. This Second Edition officially introduces microservices and micro task abstraction as part of service-oriented architecture and its associated service layers. Updated case study examples and illustrations further explain and position the microservice model alongside and in relation to more traditional types of services. Coverage includes: • Easy-to-understand, plain English explanations of SOA and service-orientation fundamentals (as compiled from series titles) • Microservices, micro task abstraction, and containerization • Service delivery lifecycle and associated phases • Analysis and conceptualization of services and microservices • Service API design with REST services, web services, and microservices • Modern service API and contract versioning techniques for web services and REST services • Up-to-date appendices with service-orientation principles, REST constraints, and SOA patterns (including three new patterns) Service-Oriented Architecture: Analysis and Design for Services and Microservices, Second Edition , will be indispensable to application architects, enterprise architects, software developers, and any IT professionals interested in learning about or responsible for designing or implementing modern-day, service-oriented solutions. Chapter 1: Introduction Chapter 2: Case Study Backgrounds Part I: Fundamentals Chapter 3: Understanding Service-Orientation Chapter 4: Understanding SOA Chapter 5: Understanding Layers with Services and Microservices Part II: Service-Oriented Analysis and Design Chapter 6: Analysis and Modeling with Web Services and Microservices Chapter 7: Analysis and Modeling with REST Services and Microservices Chapter 8: Service API and Contract Design with Web Services Chapter 9: Service API and Contract Design with REST Services and Microservices Chapter 10: Service API and Contract Versioning with Web Services and REST Services Part III: Appendices Appendix A: Service-Orientation Principles Reference Appendix B: REST Constraints Reference Appendix C: SOA Design Patterns Reference Appendix D: The Annotated SOA Manifesto

DKK 379.00
1

Service Process Design For Value Co-Creation - Joy M. Field - Bog - Business Expert Press - Plusbog.dk

Service Process Design For Value Co-Creation - Joy M. Field - Bog - Business Expert Press - Plusbog.dk

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 enabled, to a large extent, by technology-driven service innovations, and tasks previously performed by the service provider may now be performed by either the customer or service provider. As a result, customers are taking a more active role in the service delivery process, not only through self-service but by providing information to the service provider to create a more personalized service experience. In addition, as the options for "who does what" in the service processes expand, issues such as enabling customers to perform desired activities, relieving customers of undesired tasks, and determining "who should do what" become more and more critical. Although the recent trend has been toward increasing levels of self-service, service providers are finding that "super service" offerings, an opposite trend in which the service provider performs most of service tasks with little effort required by the customer, are also part of the expanded set of options in the emerging service process landscape. With the growing number of alternatives for designing service processes and determining who performs the various service tasks, service performance outcomes are increasingly dependent on the physical, skills, and knowledge resources of both the service provider and customer. Service Process Design for Value Co-Creation explores how the integration of service provider and customer resources co-creates value, how service processes can be designed to leverage and "unlock" the capabilities embedded in these resources, and how the task boundary between the service provider and customer can be shifted to realize even greater value.

DKK 211.00
1

Service Learning - Sally Berman - Bog - SAGE Publications Inc - Plusbog.dk

Service Learning - Sally Berman - Bog - SAGE Publications Inc - Plusbog.dk

"There is no better way to improve student attitudes and outcomes than to blend both meaningful community and global service with improved academic achievement. Sally Berman invites her readers to do just that." -Bob Koehs, Service Learning Coordinator Marquette-Alger Regional Educational Service Agency "This book is full of practical tips for the classroom teacher, including strategies for assessing student learning." -Jeanine Yard, Learn and Serve Program Officer Michigan Community Service Commission Provide authentic, lasting learning opportunities for students in their own community Service learning offers students the unique opportunity to learn both in the classroom and in the real world. This exciting teaching strategy, detailed in Berman′s second edition of Service Learning , motivates students to learn content information, processes, and skills while making authentic connections to their surrounding community. This valuable resource explains the benefits of service learning and provides a step-by-step guide for using the instructional model. It features nine service-learning projects that are broken down into basic, intermediate, and advanced levels. Each project features: - - - Strategies for aligning service and curricular goals - - Tips for involving students in decision-making - - Guidelines for managing different phases of the project - - Activities that foster reflection and self-evaluation - Tips for differentiating by tapping into multiple intelligences In this single resource, teachers will find everything they need to successfully implement service learning projects, helping students gain deeper understandings of content while positively impacting their communities.

DKK 373.00
1

Community Service-Learning - - Bog - State University of New York Press - Plusbog.dk

Community Service-Learning - - Bog - State University of New York Press - Plusbog.dk

Presents a comprehensive resource for those interested in youth involvement in community service as part of the public school curriculum. Service-learning, the integration of community service with academic course work, is a promising strategy for enhancing learning and developing active democratic citizens. This book responds to the many recent calls for youth involvement in service as part of the public school curriculum. While service-learning holds many benefits for students, teachers, and communities, there are also many challenges to effectively incorporatie it into the curriculum. Each of the book''s four parts provides a different scope and purpose. Part 1 addresses the components of quality service- learning programs; Part 2 introduces diverse models of service-learning programs at the elementary, middle, and high school levels; Part 3 allows students, agency members, and administrators to tell their own stories of service-learning involvement, to discuss issues with other individuals who share their roles, and to offer recommendations for effective action; and Part 4 asks readers to consider the future of service-learning in public schooling. Community Service-Learning is a comprehensive resource that will be valuable for all those involved with K-12 service-learning programs: administrators, classroom teachers, students, program coordinators, and university teacher education programs.

DKK 286.00
1

IT Service Management - Ernest Brewster - Bog - BCS Learning & Development Limited - Plusbog.dk

IT Service Management - Ernest Brewster - Bog - BCS Learning & Development Limited - Plusbog.dk

Whether you''re preparing for your service management foundation exam, or simply want to understand service management better, this new edition of our popular book covers the latest thinking and provides a comprehensive, practical introduction to IT service management.Building on their collective service management experience, the authors walk you through essential concepts including processes, functions and roles and illustrate these with real-life examples.

DKK 361.00
1

Redemptive Service - Lisa P. Stephenson - Bog - Baker Publishing Group - Plusbog.dk

Redemptive Service - Lisa P. Stephenson - Bog - Baker Publishing Group - Plusbog.dk

This book introduces readers to redemptive service, benevolence, and the pursuit of justice. Bringing together expertise in Christian theology and sociology, Lisa Stephenson and Ruthie Wienk write from the conviction that service to others--especially those who are disenfranchised and impoverished--is central to our identity and mission as Christians. Redemptive Service articulates the biblical, theological, and sociological foundations of service and explains why it is an important part of true Christian identity. The authors use the parable of the good Samaritan to frame redemptive service as a twofold process. First, true Christian service must emerge from a genuine love of our neighbor, which can only come about when service emerges from a Christian worldview. Second, our vision must be accompanied by intentional and informed action. We must discern and respond to the cries for help that surround us through relief, development, and advocacy work.The authors highlight why we should engage in service while providing readers with a framework to use when deciding whom to serve and how to serve well.

DKK 211.00
1

Fabled Service - Bonnie Jameson - Bog - John Wiley & Sons Inc - Plusbog.dk

Fabled Service - Bonnie Jameson - Bog - John Wiley & Sons Inc - Plusbog.dk

Develop standard-setting customer service! Based on the best-selling book Fabled Service by BetsySanders! This program will help you develop exceptional customer servicethat puts your organization above your competition. InspiringFabled Service helps you assess your needs and select activities toimprove weak areas in your current customer service. Teach others vital customer service skills, such as how to: * Positively represent the organization * Satisfy customers so they will buy the product or service * Encourage customers to return * Understand what motivates people and initiates action * Solve problems immediately and effectively... and more! Simply written, this program includes all necessary materials tocreate results-oriented, customized customer service training. ATrainer''s Guide includes specific direction for administering theCustomer Service Survey, which assesses individual strengths andweaknesses in three learning areas: understanding him or herselfand others; planning for results; and product/service knowledge.The Guide also includes 12 prepared activities that correspond withthe three learning areas. Using results from the survey, you chooseactivities that will help your group improve in its weaker areas.Each activity specifies goals, materials needed, time required,physical setting, and process (including questions to help youreview what was learned and help people understand what can beapplied to every day situations). You will need to order a Participant Workbook for each personinvolved in the training. The Workbook includes a copy of thesurvey and participant materials for each activity. Create great service that gets customers talking!

DKK 209.00
1

Successful Service-Learning Programs - - Bog - John Wiley & Sons Inc - Plusbog.dk

Successful Service-Learning Programs - - Bog - John Wiley & Sons Inc - Plusbog.dk

Successful service-learning programs offer college students valuable hands-on learning experiences as they partner with their communities in cooperative service efforts. In this inspiring collection of essays written by prominent leaders of service-learning programs, each chapter provides concrete examples of how successful service-learning programs can foster lifelong student commitments to community service and learning. By profiling ten successful service-learning programs—including those based at the University of Pennsylvania, Portland State University, Santa Clara University, and Bentley College—the contributors illustrate the power of service-learning to enrich campuses and renew communities. The profiles collectively form a picture of the common and pressing issues affecting service-learning programs across the United States. Each profile contains - - A detailed history of the program''s development - - An overview of the basic internal operations of the program - - A review of important community collaborations - - An analysis of the defining dimension of the program''s identity - - Concluding insights on challenges faced by the program and remarks on its future - Successful Service-Learning Programs presents a compelling concept of what teaching and learning look like when colleges and universities commit to intellectual, social, and moral engagement. Through the authors’ shared experiences, readers of this book will gain practical insight on ways in which to promote service-learning on their campuses.

DKK 345.00
1

Building A Full-Service School - Carol Calfee - Bog - John Wiley & Sons Inc - Plusbog.dk

Building A Full-Service School - Carol Calfee - Bog - John Wiley & Sons Inc - Plusbog.dk

"No one who anticipates developing a full-service school shouldproceed without first studying this manual." --Joy G. Dryfoos, author of Full-Service Schools This how-to companion to Joy Dryfoos'' Full-Service Schools is thefirst practical and comprehensive guide to establishingschool-based community health and social support services-such aspsychological counseling and drug prevention. Full service (or integrated services) schools have emerged inresponse to the growing needs of children and families and thedwindling of dollars to support them. Based on the trials andtriumphs of an award-winning program, this indispensable guidecontains everything needed to create a full-service (orintegrated-service) school--from planning processes to fundingstrategies to service delivery. It shows schools and communityagencies how to develop workable joint agreements that accommodatea variety of programs and service delivery approaches. Valuableresources include needs assessment forms, intra-agency agreements,program evaluation tools, facilities criteria, funding sources,family service coordination plans, and disk filled with forms andtemplates. Building a Full-Service School has been reviewed andAndorsed by national leaders of the full-service movement.

DKK 371.00
1

Achieving Resilience in Service Supply Chains - Carla Pereira - Bog - Springer International Publishing AG - Plusbog.dk

Achieving Resilience in Service Supply Chains - Carla Pereira - Bog - Springer International Publishing AG - Plusbog.dk

In today’s increasingly service-oriented global economy, the activities and transactions within and between supply chain members in the service sector have experienced substantial growth. This book addresses the unique challenges faced by service businesses and emphasizing the importance of service supply chain management decisions on competitiveness and performance. By adopting a service supply chain perspective, this book offers valuable insights for defining, designing, and effectively managing service procurement processes for all stakeholders involved, such as service suppliers, service providers, and customers. This inclusive viewpoint ensures a holistic understanding of the entire service supply chain, considering the interconnected relationships and dependencies among its members. By combining scholarly insights, practical examples and guidelines, it will be of great interest to students and academics of supply chain management and procurement, as well as service supply chain managers looking for advanced strategies.

DKK 349.00
1

Customer Service Over the Phone - Stephen Coscia - Bog - Taylor & Francis Ltd - Plusbog.dk

Customer Service Over the Phone - Stephen Coscia - Bog - Taylor & Francis Ltd - Plusbog.dk

Exceptional customer service is crucial to a successful phone-based business. Quality service can secure customer loyalty, while poor service can lose it. This concise guide examines every important scenario that a customer service representative is likely to encounter and shows how to best handle each situation. It also explains how to make effective use of voice mail, email, fax, and letters. ;

DKK 288.00
1

Public Service Explained - Tie Cui - Bog - Cambridge University Press - Plusbog.dk

Public Service Explained - Tie Cui - Bog - Cambridge University Press - Plusbog.dk

This Cambridge Element aims to advance theory by investigating the nature of participation in public service delivery. It situates itself under the theory of Public Service Logic to advocate for a strategic orientation to participation as an element of value creation in public services. It introduces the concept of participation and discusses the motives, incentives, and tools to engage citizens in public service delivery processes. Then, it frames citizens'' participation under the approach public service ecosystem to capture the dynamic relationships among citizens, other actors, processes, and structures that may contribute to determining value in public service delivery. It presents the dynamics of value creation and destruction in public service. The Element concludes with implications for research and practice. This title is also available as Open Access on Cambridge Core.

DKK 218.00
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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 307.00
1