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Service Design and Service Thinking in Healthcare and Hospital Management - - Bog - Springer Nature Switzerland AG - Plusbog.dk

Service Design and Service Thinking in Healthcare and Hospital Management - - Bog - Springer Nature Switzerland AG - Plusbog.dk

This book examines the nature of service design and service thinking in healthcare and hospital management. By adopting both a service-based provider perspective and a consumer-oriented perspective, the book highlights various healthcare services, methods and tools that are desirable for customers and effective for healthcare providers. In addition, readers will learn about new research directions, as well as strategies and innovations to develop service solutions that are affordable, sustainable, and consumer-oriented. Lastly, the book discusses policy options to improve the service delivery process and customer satisfaction in the healthcare and hospital sector. The contributors cover various aspects and fields of application of service design and service thinking, including service design processes, tools and methods; service blueprints and service delivery; creation and implementation of services; interaction design and user experience; design of service touchpoints and service interfaces; service excellence and service innovation. The book will appeal to all scholars and practitioners in the hospital and healthcare sector who are interested in organizational development, service business model innovation, customer involvement and perceptions, and service experience.

DKK 676.00
1

Service Innovation - Esam Mustafa - Bog - Taylor & Francis Ltd - Plusbog.dk

Service Innovation - Esam Mustafa - Bog - Taylor & Francis Ltd - Plusbog.dk

This book looks at service innovation, service industries, and innovation performance in services. It seeks a broader explanation and understanding of services, service innovation and its performance, and the future of service innovation in different service industries. In addition, it discusses service domination in the big economies around the world and how that was created and supported by service innovation. The book will be useful for academics interested in service innovation as well as practitioners in the service business.

DKK 440.00
1

Studying Service-Learning - - Bog - Taylor & Francis Inc - Plusbog.dk

Studying Service-Learning - - Bog - Taylor & Francis Inc - Plusbog.dk

This volume represents a breakthrough discussion of the research issues surrounding innovative pedagogies. Using service-learning as its focus, it explores ways in which researchers and evaluators can study a teaching and learning approach that has multiple goals, including both academic and affective development. The chapter authors show how to study a topic that is multilayered, complex, and involves the ways in which individuals make meaning of their experiences. Seven challenges that researchers need to grapple with in studying service-learning are identified and addressed: defining service-learning; basing service-learning research on strong theoretical foundations; refining service-learning research design and methodology; interpreting service-learning results; disseminating service-learning research findings; improving service-learning practice; and building funding to support service-learning research. In addition, practical recommendations are provided for professionals involved in doing research on service-learning and more broadly on any form of experiential education, community service and development, or educational reform. Studying Service-Learning: Innovations in Education Research Methodology is an essential resource for researchers who are interested in studying innovative teaching and learning strategies and for students who are learning about a range of research methodologies.

DKK 503.00
1

Service Management - Barry Render - Bog - Pearson Education (US) - Plusbog.dk

Service Management - Barry Render - Bog - Pearson Education (US) - Plusbog.dk

Tie customer-driven strategies to service operations and process management, and sharpen your focus on creating customer value throughout your entire service organization! This comprehensive, multidisciplinary reference thoroughly covers today''s most effective theories and methods for managing service organizations, drawing on innovative insights from economics, consumer behavior, marketing, strategy, and operations management. Leading experts Cengiz Haksever and Barry Render provide crucial insights into emerging service operation and supply chain topics, reinforcing key points with up-to-date case studies. Service Management contains a valuable chapter-length introduction to linear and goal programming and its services applications; and also addresses many other topics ignored by competitive texts, such as: - - Service SCM methods and approaches - - Focusing on customers and their service purchase behavior - - Service productivity - - Managing public and private nonprofit service organizations - - Vehicle routing and scheduling - - Ethical challenges to SCM - Service Management will be an invaluable resource for senior and mid-level managers throughout any service organization, and for students and faculty in any graduate or upper-level undergraduate program in service management, service operations management, or operations management

DKK 640.00
1

Exploring Service Science - - Bog - Springer Nature Switzerland AG - Plusbog.dk

Exploring Service Science - - Bog - Springer Nature Switzerland AG - Plusbog.dk

This book constitutes the proceedings of the 10th International Conference on Exploring Service Science, IESS 2020, held in Porto, Portugal, in February 2020. The 28 papers presented in this volume were carefully reviewed and selected from 42 submissions. The book includes papers that extend the view on different concepts related to the development of the Service Science domain of study, applying them to frameworks, advanced technologies, and tools for the design of new, digitally-enabled service systems. This book is structured in six parts, based on the six main conference themes, as follows: Customer Experience, Data Analytics in Service, Emerging Service Technologies, Service Design and Innovation, Service Ecosystems, and Service Management.

DKK 434.00
1

Service-Learning - Rani Gul - Bog - Taylor & Francis Ltd - Plusbog.dk

Service-Learning - Rani Gul - Bog - Taylor & Francis Ltd - Plusbog.dk

This book examines key concepts, principles, and applications of the service-learning approach. Service-learning is a community-based educational approach to improve a student’s academic, personal, leadership, civic, and professional development through civic engagement. Unlike other traditional approaches to education, service-learning students can use their classroom-based knowledge and skills in a real-life context in collaboration with community organisations and residents. This volume explores the theory, research, and practices of how service-learning is understood, implemented, and evaluated in different contexts. It provides essential guidelines to implement and integrate service-learning at educational institutions through extensive discussions on the principles, philosophical challenges, opportunities, and its applications. Key themes include: • Theory of service-learning • Concept of service-learning • Challenges to service-learning • Applications of service-learning • Service-learning as professional development • Service-learning as communication Accessibly written, this book would be of interest to faculty, students, community organisations, and researchers working in the areas of education, pedagogy, sociology, and social work.

DKK 449.00
1

Social Work and Service Learning - - Bog - Bloomsbury Publishing Plc - Plusbog.dk

Social Work and Service Learning - - Bog - Bloomsbury Publishing Plc - Plusbog.dk

Chapter 1 Service Learning and Social Work Education: A Natural but Tenuous ConnectionChapter 2 The Components of Service Learning as Pedagogy in Social Work EducationChapter 3 Service Learning Across the Social Work CurriculumChapter 4 Social Welfare Policy and Services: Service Learning through Social Policy Projects in Human Service OrganizationsChapter 5 Social Work Practice: Beginning Practice Skill Development in Introduction to Social Work Courses: Mobilizing Partnerships between Youth Development Agencies and Social Work Education through Service LearningChapter 6 Research: Infusing Service Learning into Research, Social Policy, and Community-Based PracticeChapter 7 Human Behavior and the Social Environment: An Oral History Service-Learning ProjectChapter 8 Human Diversity: Service Learning and Gender Studies within a Gay, Lesbian, Bisexual, and Transgender (GLBT) ContextChapter 9 Populations-at-Risk/Immersion Experience: Social Work in the Sun: Service Learning at Summer CampChapter 10 General Education: Herding Cats and Making History: Service Learning in a Large General Education Social Welfare CourseChapter 11 Developing Partnerships between Community and Curriculum: How Does the Team Assess Student Outcomes?Chapter 12 Service Lerning for Social Justice: Mandate for Long-Term Evaluation?Chapter 13 Service Learning in Social Work: A Curricular and Evaluative ModelChapter 14 Social Work, Service Learning, and the American Democracy Project: The Creation of a More Socially Conscious Campus Community

DKK 442.00
1

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 524.00
1

Service Supply Chain Systems - - Bog - Taylor & Francis Ltd - Plusbog.dk

Service Supply Chain Systems - - Bog - Taylor & Francis Ltd - Plusbog.dk

Supply chain management is a well-developed area. The traditional supply chains are dynamic systems which include the forward and reverse flows of physical products and the related information and fund. However, a service supply chain is different because the real "product" may take the form of a "service" which implies that many traditionally crucial decisions in supply chain management such as product shipping problems are no longer important. Here, a service supply chain is defined as a supply network that transfers resources into services or servitised products, with or without physical products, to satisfy customer needs . As a result, managing a service supply chain system requires innovative strategies with new models. Currently, there is an absence of a comprehensive reference source that provides the state-of-the-art findings on this important topic. It will thus be significant to develop a well-balanced edited volume that includes both theoretical results (from different perspectives) and application cases/studies on service supply chain systems. This book is a pioneering text on service supply chain systems. It features papers which adopt the systems engineering approach in conducting service supply chain analysis. It includes both theoretical results (from different perspectives) and application cases/studies on service supply chain systems. It will be a good reference book for industrialists and academics who are interested in the service industry, service operations, service management, and service sciences.

DKK 542.00
1

Civic Service Worldwide - Amanda Moore Mcbride - Bog - Taylor & Francis Ltd - Plusbog.dk

Civic Service Worldwide - Amanda Moore Mcbride - Bog - Taylor & Francis Ltd - Plusbog.dk

This comprehensive collection of the latest research and policy developments in civic service worldwide provides an informed assessment of what works and what doesn''t work in the field. With contributions from some of the discipline''s best-known global leaders, it presents a conceptualization and operational definition of civic service that allows for variations across nations and cultures. "Civic Service Worldwide" offers a perspective on the history and potential for civic service from its roots in military service. It summarizes the effects of national service in diverse countries, and identifies important developments in service, including service across the lifespan and transnational service. The editors and contributors also address key questions and promising theoretical and methodological approaches for advancing knowledge in the field.

DKK 454.00
1

Public Service - Marc Holzer - Bog - Taylor & Francis Inc - Plusbog.dk

Public Service - Marc Holzer - Bog - Taylor & Francis Inc - Plusbog.dk

This volume includes perspectives on public service selected from six decades of major public administration journals. Recurring themes include: motivations to enter the public service, positive and negative images of public servants and of government, conflicts between loyalty to the organization and loyalty to the public, morale, burnout, and turnover. The volume also includes cross-national analyses of the public service in other systems, proposals for rethinking public service systems, and questions as to the future of the public service. It recaptures a long, continuing debate as to the health of the public service, and in so doing suggests agendas for university research and administrative action.

DKK 590.00
1

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

Designing Service Excellence - Toni Ivergard - Bog - Taylor & Francis Ltd - 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 505.00
1

Public Service Logic - Stephen Osborne - Bog - Taylor & Francis Ltd - Plusbog.dk

Public Service Logic - Stephen Osborne - Bog - Taylor & Francis Ltd - Plusbog.dk

This book is based upon and extends the theoretical and empirical work of the author over the last decade. It integrates material deriving from his previous conceptual and empirical work in this field, together with new empirical evidence from emerging research. Public Service Logic challenges the product-dominant assumptions of the New Public Management (NPM) about the nature and management of public service delivery. Whilst the NPM has led to some important developments in public management, it has also had significant limitations and weaknesses. The book presents an alternative to this, as a framework for the future delivery and reform of public services globally. It draws upon the extant literature in the field of service management to argue for a Public Service Logic (PSL) for the delivery of public services. This situates public service delivery within the vibrant and influential field of service-dominant research and theory. It argues that effective public service management requires both that these services are understood as services not as products and that, consequently, public service management requires a focus on value creation as its over-arching rationale. The book presents a major new framework of value creation for public service delivery as a basis for public service reform, explores the role of service managers and staff and of citizens and service users in this value creation process, and evaluates the implications of this new framework for both the strategic and operational management of public service delivery, their performance management and the development and innovation of new forms of public services. It will be of interest to researchers and students in the fields of public management and public administration, as well as to policy makers and public service managers.

DKK 440.00
1

Service-Oriented Computing - ICSOC 2014 Workshops - - Bog - Springer International Publishing AG - Plusbog.dk

Service-Oriented Computing - ICSOC 2014 Workshops - - Bog - Springer International Publishing AG - Plusbog.dk

This book constitutes the revised selected papers of the 12th International Conference on Service-Oriented Computing, ICSOC 2014, held in Paris, France, in November 2014. The conference hosted the following seven workshops: 10th International Workshop in Engineering Service-Oriented Applications, WESOA 2014; First Workshop on Resource Management in Service-Oriented Computing, RMSOC 2014; First International Workshop on Knowledge Aware Service Oriented Applications, Performance Assessment and Auditing in Service Computing, KASA 2014; Workshop on Intelligent Service Clouds, ISC 2014; Third International Workshop on Self-Managing Pervasive Service Systems, SeMaPS 2014; First International Workshop on Formal Modeling and Verification of Service-Based Systems, FOR-MOVES 2014; 4th International Workshop on Cloud Computing and Scientific Applications, CCSA 2014. The papers included in this volume were carefully reviewed and selected from numerous submissions. They address various topics in the service-oriented computing domain and its emerging applications.

DKK 416.00
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 750.00
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 394.00
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 394.00
1

SERVICE AUTOMATION FOUNDATION COURSEWARE - Jan Willem Middelbur - Bog - VAN HAREN PUBLISHING - Plusbog.dk

SERVICE AUTOMATION FOUNDATION COURSEWARE - Jan Willem Middelbur - Bog - VAN HAREN PUBLISHING - Plusbog.dk

The Courseware package consist out of two publications, Service Automation Foundation Courseware ISBN 978 94 018 0206 2 and Service Automation Framework ISBN 978 94 018 0062 4 .Service Automation is the concept of achieving customer loyalty by the use of automated technologies and builds upon a large demographic and sociological trend. We are the self-service generation, who are able to make our own decisions. The self-service generation is nowadays used to search, evaluate and purchase products online for a number of years now.This 2 day course will give you deep insight into the concept of Service

DKK 580.00
1

Service Entities in Open-Closed Innovation - - Bog - Nova Science Publishers Inc - Plusbog.dk

Service Entities in Open-Closed Innovation - - Bog - Nova Science Publishers Inc - Plusbog.dk

There is far less empirical and statistical studies performed with regard to the service sector than the manufacturing sector. The productivity of the service sector has not been identified clearly in relation to the sectoral growth because the productivity of service sectors has not been improved for decades in major OECD countries. The growth of service sectors are important particularly from the viewpoint of small to medium-sized enterprises (SMEs), which consist a large part of the service sector even more than that of manufacturing sector. This book examines the importance of service sectors in regard to the growth of the entire economy

DKK 534.00
1

Customer Service for Hospitality and Tourism - Louise Hudson - Bog - Goodfellow Publishers Limited - Plusbog.dk

Customer Service for Hospitality and Tourism - Louise Hudson - Bog - Goodfellow Publishers Limited - Plusbog.dk

New for this edition:•Fully revised and updated throughout;•Three new cases on sustainability and customer service and updated cases throughout. •Brand new chapter on ‘Customer service and sustainability’ covering topics such as: The role of customer service in promoting sustainability; How sustainable practices lead to customer loyalty; How service quality perception affects the authenticity of sustainability initiatives; and three new case studies showing customer service and sustainability in practice.•New and extended material and case studies on AI and its influence on customer service.A fully revised and updated new edition of this bestselling and a unique text that explains not only the theory behind the importance of customer service but also acts as a guidebook for those wishing to put this theory into practice. In essence it is the ‘whys’ and ‘hows’of customer service. Fully updated with current statistics, trends, and examples, it is full of up to date references to all the latest research from both academic and practitioner literature. Chapters cover important topics such as the financial and behavioural consequences of customer service, consumer trends influencing service, developing and maintaining a service culture, managing service encounters, the importance of market research, building and maintaining customer relationships, providing customer service through the servicescape, the impact of technology on customer service, the importance of service recovery, and promoting customer service internally and externally.The fourth edition of this book – like the first and second - is easy to read, very current, and full of references to all the latest research. It contains brand new material on issues surrounding sustainability and AI in the context of customer services, as well three brand new cases associated with these topics and a brand new chapter on ‘Customer service and sustainability’ covering topics such as: The role of customer service in promoting sustainability; How sustainable practices lead to customer loyalty; How service quality perception affects the authenticity of sustainability initiatives; and three new case studies showing customer service and sustainability in practice.

DKK 463.00
1

The Civil Service in Poland - Jolanta Itrich Drabarek - Bog - Peter Lang AG - Plusbog.dk

The Civil Service in Poland - Jolanta Itrich Drabarek - Bog - Peter Lang AG - Plusbog.dk

The book analyzes the theoretical and practical aspects of civil service in Polish public administration and discusses it in a European context. While civil service is explored from a comparative, historical and systemic perspective, the study takes a close look at the history of Polish civil service from 1922 to 2014, civil service in the Second Republic, the status of civil servants during the Polish People’s Republic and the formation of civil service after 1989. There is a special focus on solutions adopted in the light of the Civil Service Act of November 21st, 2008, and the importance of civil service for the modernisation process of public administration in Poland.

DKK 487.00
1