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Service Innovation

Service Innovation

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.

GBP 38.99
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The Promise of Public Service Ideas and Examples for Effective Service

The Promise of Public Service Ideas and Examples for Effective Service

In the United States new government employees begin their careers by pledging their allegiance to the Constitution and by committing to conscientious service dedicated to solving public problems. But what do public servants get in return? For many a chance to serve provides public servants with a higher purpose as well as professional and personal meaning in their lives and careers. In The Promise of Public Service: Ideas and Examples for Effective Service Michael M. Stahl a 40-year veteran in the executive and legislative branches of state and federal service demonstrates what makes public servants effective by offering useful ideas and examining the accomplishments of public servants throughout American history. The book blends theory with practice exploring the role that attitudes and philosophy play throughout one’s career offering practical implementation advice and demonstrating how one can measure success. Undergraduate- and graduate-level courses will benefit from The Promise of Public Service as a resource and practitioners of public service in all its forms will benefit from these ideas and examples at any stage of their careers. | The Promise of Public Service Ideas and Examples for Effective Service

GBP 35.99
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Service User Involvement in Social Work Education

Service User Involvement in Social Work Education

In 2006 Social Work Education produced the first special edition (vol. 25 no. 4) on service user and carer involvement in social work education with all of the articles coming from the United Kingdom. In 2015 a mixed group of service users and social work academics wondered how and if the field had moved on since 2006. This publication confirms that it has. Since 2006 service user and carer involvement in social work education has become embedded internationally – this book contains contributions from Australia Israel Italy Norway Slovenia the Republic of Ireland and Sweden as well as all four nations of the United Kingdom. Many of the contributions are jointly written with service users and carers highlighting the innovative practices which challenge social work academics students social workers and managers to think how we can all benefit from learning with and from service users and carers. This book ably demonstrates that service users and carers can be effectively involved in social work curriculum planning delivery assessment and management. This is not to say that these issues are not without their tension challenges or struggles but working with these helps to ensure that the social workers and managers of the future can practice more effectively meeting service user and carer priorities and needs. The chapters in this book were originally published as a double special issue of Social Work Education. | Service User Involvement in Social Work Education

GBP 38.99
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Civil Service Systems in East and Southeast Asia

Civil Service Systems in East and Southeast Asia

This book compares contemporary civil service systems across East and Southeast Asia a dynamic region of greater diversity in local administrative tradition imported models of modern administration and the character of prevailing political institutions. Featuring chapters on Japan South Korea Taiwan Singapore Hong Kong Vietnam Indonesia Thailand Malaysia and the Philippines this book provides a detailed analysis of key aspects of the civil service system including centralization recruitment classification openness of positions performance assessment promotion training and senior civil service. It distinguishes four modes of public employment namely bureaucratization professionalization politicization and marketization to develop a conceptual framework for comparing the civil service system at the operational level. The region’s contemporary civil service systems appear to be hybrid systems that combine at varying degree these modes of public employment responding to administrative reform pressures. The patterns of public employment across East and Southeast Asia reflect local administrative traditions imported Western models of administration and the relative timing of democratization and bureaucratization. With contributions from leading local experts across the region this book will be invaluable to students scholars and practitioners interested in Asian public administration especially civil service systems. | Civil Service Systems in East and Southeast Asia

GBP 34.99
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Ethics in Public Service Interpreting

Ethics in Public Service Interpreting

This is the first book to focus solely on ethics in public service interpreting. Four leading researchers from across Europe share their expertise on ethics the theory behind ethics types of ethics codes of ethics and what it means to be a public service interpreter. This volume is highly innovative in that it provides the reader with not only a theoretical basis to explain why underlying ethical dilemmas are so common in the field but it also offers guidelines that are explained and discussed at length and illustrated with examples. Divided into three Parts this ground-breaking text offers a comprehensive discussion of issues surrounding Public Service Interpreting. Part 1 centres on ethical theories Part 2 compares and contrasts codes of ethics and includes real-life examples related to ethics and Part 3 discusses the link between ethics professional development and trust. Ethics in Public Service Interpreting serves as both an explanatory and informative core text for students and as a guide or reference book for interpreter trainees as well as for professional interpreters - and for professionals who need an interpreter's assistance in their own work.

GBP 36.99
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Public Service Operations Management A research handbook

Public Service Operations Management A research handbook

How do policy makers and managers square the circle of increasing demand and expectations for the delivery and quality of services against a backdrop of reduced public funding from government and philanthropists? Leaders executives and managers are increasingly focusing on service operations improvement. In terms of research public services are immature within the discipline of operations management and existing knowledge is limited to government departments and large bureaucratic institutions. Drawing on a range of theory and frameworks this book develops the research agenda and knowledge and understanding in public service operations management addressing the most pressing dilemmas faced by leaders executives and operations managers in the public services environment. It offers a new empirical analysis of the impact of contextual factors including the migration of planning systems founded on MRP/ERP and the adoption of industrial based improvement practices such as TQM lean thinking and Six Sigma. This will be of interest to researchers educators and advanced students in public management service operations management health service management and public policy studies. | Public Service Operations Management A research handbook

GBP 39.99
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For Public Service State Office and Ethics

For Public Service State Office and Ethics

This book develops a particular stance on the subject of public service. It does so in large part by indicating how early modern political concepts and theories of state sovereignty government office and reason of state can shed light on current problems failings and ethical dilemmas in politics government and political administration. Simply put public service is an activity involving the constitution maintenance projection and regulation of governmental authority. Public service therefore has a distinctive character because of the singularity of its ‘official’ object or ‘core task’ – namely the activity of governing in an official capacity through and on behalf of a state. In pursuing this activity public servants – civil juridical and military – have a range of tasks to perform. It is only once the nature of those tasks is appreciated that we are able to identify the unique character of public service. The authors employ early modern political concepts and doctrines of state sovereignty government office and reason of state in order to critically analyse contemporary political issues and offer solutions to problems concerning the status and conduct of public service. This book aims to remind public servants of the status of their ‘calling’ as office-holders in the service of the state a daunting task given the rising tide of populism and the widespread prevalence of anti-statist bureaucrat-bashing political discourse. It stresses the governmental dimension of the work of public servants as occupants of official roles in the service of the state in order to reinforce their legitimate position in articulating public interests against the excesses of private interests and intense partisanship that continue to dominate many societies. This timely and thought-provoking book will be of great interest to those working within a range of fields in the humanities and social sciences including political science history sociology philosophy organization studies and public administration. | For Public Service State Office and Ethics

GBP 35.99
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The Official History of the British Civil Service Reforming the Civil Service Volume II: The Thatcher and Major Revolutions 1982-97

The Official History of the British Civil Service Reforming the Civil Service Volume II: The Thatcher and Major Revolutions 1982-97

This second volume of The Official History of the British Civil Service explores the radical restructuring of the Civil Service that took place during the Thatcher and Major premierships from 1982 until 1997 after a period of confusion and disagreement about its future direction. The book brings a much-needed historical perspective to the development of the ‘new public management’ in which the UK was a world-leader and considers difficult questions about the quality of democratic governance in Britain and the constitutional position of its Civil Service. Based on extensive research using government papers and interviews with leading participants it concentrates on attempts to reform the Civil Service from the centre. In doing so it has important lessons to offer all those both inside and outside the UK seeking to improve the quality efficiency and accountability of democratic governance. Particular light is shed on the origins of such current concerns as:The role of special advisersThe need for a Prime Minister’s DepartmentThe search for cost efficiencyAccountability to Parliament and its Select Committees Civil Service policy-making capacity and implementation capability. This book will be of much interest to students of British history government and politics and public administration. | The Official History of the British Civil Service Reforming the Civil Service Volume II: The Thatcher and Major Revolutions 1982-97

GBP 39.99
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Public Service Management and Employment Relations in Europe Emerging from the Crisis

Public Service Management and Employment Relations in Europe Emerging from the Crisis

Has there been a transformation of public service employment relations in Europe since the crisis? Public Service Management and Employment Relations in Europe examines public service employment relations after the economic crisis including analysis of more than thirty years of public service and workforce reform and addresses the interplay between an emerging post-crisis public service sector and the consequences for the state employers and trade unions in core public services. Written by leading national experts this book places the economic crisis in a longer timeframe and examines how far trends in public sector employment relations were reinforced or reversed by the crisis. It provides an up-to-date analysis of the restructuring of public service employment relations in 12 major European countries including analysis of little studied central and Eastern European countries. This book will be vital reading for researchers academics and PhD Students in the fields of Public Management Public Administration Employment Relations and Human Resource Management. | Public Service Management and Employment Relations in Europe Emerging from the Crisis

GBP 42.99
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The Routledge Handbook of Service User Involvement in Human Services Research and Education

The Routledge Handbook of Service User Involvement in Human Services Research and Education

Worldwide there has been a growth in service user involvement in education and research in recent years. This handbook is the first book which identifies what is happening in different regions of the world to provide different countries and client groups with the opportunity to learn from each other. The book is divided into five sections: Section One examines service user involvement in context exploring theoretical issues which underpin service user involvement. In Section Two we focus on the state of service user involvement in human services education and research across the globe including examples of innovative practice but also identifying examples of where it is not happening and why. Section Three offers more detailed examination of such involvement in a wide range of professional education learning settings. Section Four focuses on the involvement of service users in research involving a wide range of service user groups and situations. Lastly Section Five explores future challenges for education and research to ensure involvement remains meaningful. The book includes forty-eight chapters including seventeen case-studies from all regions of the world this is the first book to both highlight the subject’s methodological and theoretical issues and give practical examples in education and research for those wishing to engage in this field. It will be of interest to all service users scholars and students of social work nursing occupational therapy and other human service subjects. | The Routledge Handbook of Service User Involvement in Human Services Research and Education

GBP 42.99
1

Re-organising Service Work Call Centres in Germany and Britain

Re-organising Service Work Call Centres in Germany and Britain

This title was first published in 2002. Call centres are a type of service work that stand at the interface between corporations and consumers. They exemplify more general tendencies present within service work. They also have a particular public image - being associated in the public mind with low skilled and regimented work. This volume presents contributions from British and German management academics and industrial sociologists based on primary research on call centres in both countries. The contributions cover the genesis and development of call centres as a new form of organization or indeed a new industry; the rationalization and control strategies of organizations that establish call centres; and the nature of service work and service interactions. The findings of this volume challenge the common public image of call centres and finds that call centre employment is in fact very diverse. So for example skilled advising and consulting services are often performed over the phone. Along with the sometimes skilled nature of call centre work work organization and working conditions vary as well. The text also seeks to contrast the British and German experience of call centre work and employment. In Germany clerical work has traditionally been embedded in the specific traditions of co-operative industrial relations that define the German model. Call centres present a strategic challenge to this model and the expansion of call centres has been at the forefront of changes aimed at making employment more flexible in Germany. This work offers a choice of country cases which permit a comparison of service employment within both a liberal capitalist and a socially embedded economy. | Re-organising Service Work Call Centres in Germany and Britain

GBP 31.99
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The Cooperative Extension Service A National Assessment

The Cooperative Extension Service A National Assessment

The Cooperative Extension Service a publicly supported educational agency is continually struggling to define its proper function and purpose in our changing society. Should its mission be broadly based or narrowly focused? Should staff members be generalists or specialists? Should its clients be primarily rural or urban farm or nonfarm? What role should Extension play in the information networks of the twenty-first century? Professors Warner and Christenson take a broad look at these and other questions concerning where the Extension Service has been how well it is doing and where it ought to go. Theirs is first the only comprehensive national survey that looks at the total Extension organization rather than at just one program area. Second it expresses the viewpoint of Extension clients and the public rather than that of the organization's staff; and third it combines outside survey information with data recorded in the Extension Management Information System (EMIS) and other routine agency reports. The authors evaluate among other things the extent of public awareness of the agency and its four major program areas (agriculture home economics 4-H and community development) determine the users and nonusers of the programs and the accessibility of programs to the general population identify the level of satisfaction with existing programs and outline priorities and policy issues for the future. | The Cooperative Extension Service A National Assessment

GBP 39.99
1

First-Line Clinical Approaches with Active Duty Service Members and Veterans

First-Line Clinical Approaches with Active Duty Service Members and Veterans

This book offers a culturally responsive and empirically based approach to working with active-duty service members veterans and their families. It examines the assessment and evidenced-based treatment of sexual trauma alcohol and substance abuse depression insomnia intimacy issues and OCD in service members and veterans and the major ethical and clinical challenges for licensed independent providers. The chapters are written by distinguished scholars and experienced healthcare providers who deliver health-focused interventions and integrate relevant cross-cultural factors for working with diverse patients. Loaded with clinical examples and up-to-date research this book is essential for all mental health professionals working or in training to serve military personnel or veterans in the United States. | First-Line Clinical Approaches with Active Duty Service Members and Veterans

GBP 31.99
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Global Insights into Public Service Interpreting Theory Practice and Training

Global Insights into Public Service Interpreting Theory Practice and Training

This edited volume sets out to explore interdisciplinarity issues and strategies in Public Service Interpreting (PSI) focusing on theoretical issues global practices and education and training. Unlike other types of interpreting PSI touches on the most private spheres of human life making it all the more imperative for the service to move towards professionalization and for ad hoc training methods to be developed within higher institutions of education. PSI is a fast-developing area which will assume an increasingly important role in the spectrum of the language professions in the future. An international dynamic and interdisciplinary exploration of matters related to PSI in various cultural contexts and different language combinations will provide valuable insights for anyone who wishes to have a better understanding when working as communities of practice. For this purpose the Editors have collected contributions focusing on training ethical issues professional deontology the role and responsibilities of interpreters management and policy as well as problems and strategies in different countries and regions. This collection will be a valuable reference for any student or academic working in interpreting particularly those focusing on Public Service Interpreting anywhere in the world. | Global Insights into Public Service Interpreting Theory Practice and Training

GBP 38.99
1

Quality Service Management A Guide to Improving Business Processes

Quality Service Management A Guide to Improving Business Processes

Providing clear guidance for anyone servicing internal or external customers this book offers a framework for analyzing and managing quality using a comprehensive closed-loop approach. This book cuts through the complexities of the mantra ‘better cheaper faster’ (BCF) and offers procedures for the evaluation of customer needs the determination of performance metrics and the design of effective customer satisfaction surveys. It details basic statistical techniques and packages the framework procedures and methods into a management construct that includes external quality certification systems and internal performance management systems. Importantly the book also describes how these systems can be implemented in a virtual workplace. This quality management book will be essential to service-oriented firms (financial government healthcare hospitality etc. ) as well as any firm with internal customer service processes such as human resource management purchasing and accounting. Professionals at all levels corporate trainers and students will welcome this book’s common set of principles and tools accompanied by many case studies that illustrate how they are applied in various environments. | Quality Service Management A Guide to Improving Business Processes

GBP 31.99
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Faculty Service-Learning Guidebook Enacting Equity-Centered Teaching Partnerships and Scholarship

Faculty Service-Learning Guidebook Enacting Equity-Centered Teaching Partnerships and Scholarship

This is a practical guide to designing teaching and coordinating service-learning courses and for developing reciprocal community partnerships and community-based research through a lens of equity that addresses the endemic racial social economic and environmental disparities across society. The text provides a comprehensive framework for developing both in-person and on-line service-learning with a chapter on virtual delivery of courses that integrates the principles and practices described throughout the book. The authors uniquely integrate the how-to of conducting service-learning with the theoretical foundations to enact effective equitable and inclusive community engagement. Given this moment of enormous social inequality and divisiveness the authors offer a new definition and set of educational principles that they characterize as Equity-Centered Community Engagement Excellence. These principles serve to guide academic and community engagement that is democratic recognizes the voice and expertise of community partners addresses the power imbalances between communities and academic institutions and develops an educational experience that is potentially transformative and promotes civic responsibility. Informed by the literature of critical service-learning critical race theory intercultural communication theory and social-constructivism this book attempts to deconstruct the assumption of the preeminence of academic knowledge to reconstruct a new operational paradigm of equity-centeredness that validates community capacity to guide faculty in their redesign of service-learning curriculum activities collaborations and scholarship. It is based on the principles of:·Student Agency (demonstrated as enhanced skills knowledge and motivation)·Community Efficacy (recognition of community assets and capacity-building)·Scholarly Advocacy (leveraging evidence-based research-based for equity-centered learning serving and social justice)The authors offer examples of syllabi lessons and assignments reflection questions evaluation rubrics as well as an array of teaching tips that illustrate strategies for use in the classroom and in the field. The book is addressed to faculty embarking on service-learning and to seasoned scholar practitioners looking for innovative ideas as well as to campus administrators who coordinate community outreach or college student volunteer services offering guidance on leveraging resources and fiscal support from external stakeholders. It is also designed to serve as a resource for professional development workshops and faculty scholar learning communities. It offers a rich compendium of ideas and examples from which faculty and practitioners can select exercises and elements to incorporate or adapt for their courses whether designing short-term engagements or extended service-learning programs. | Faculty Service-Learning Guidebook Enacting Equity-Centered Teaching Partnerships and Scholarship

GBP 31.99
1

A Faculty Guidebook for Effective Shared Governance and Service in Higher Education

A Faculty Guidebook for Effective Shared Governance and Service in Higher Education

A Faculty Guidebook for Effective Shared Governance and Service in Higher Education bridges the gap between training and work experience offering a blueprint for academic workers' effective participation in service and governance in higher education. Unpacking skills of problem solving critical analysis politicking negotiation coalition building and emotional labor this book provides flexible adaptable strategies that are relevant across institutional settings and that draw from research experience and multiple perspectives. The principles in the book will guide faculty in developing policies and implementing practices to better serve students colleagues communities and the larger mission of postsecondary education. With an emphasis on shared governance and committee service that advances equity inclusion access and justice this book pushes back on the view that service is not worth our time and offers specific recommendations for doing governance work effectively. Chapters provide strategies for policy development implementation and assessment as well as tools for navigating common roadblocks to accomplishing sustainable and progressive faculty leadership. This accessible book demystifies a critical part of the academic workload and is designed for instructors faculty and academic advisors at any stage of their career who want to advocate for and create better conditions in higher education.

GBP 31.99
1

A Vision for the U.S. Forest Service Goals for Its Next Century

A Vision for the U.S. Forest Service Goals for Its Next Century

Originally published in 2000 this title is a collection of engaging nontechnical contributions of scholars policymakers and forestry officials providing broad reflections on the agency’s past and future contemporary perspectives about the use and stewardship of public lands and insightful analyses about the science involved in the practice of scientific management. The authors offer challenging ideas for evaluating the performance of the U. S. Forest Service reshaping its mission enhancing its effectiveness improving internal morale and increasing public participation in the agency. It is a valuable resource for policymakers professional foresters and any student interested in Environmental Studies. | A Vision for the U. S. Forest Service Goals for Its Next Century

GBP 31.99
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Human Service Program Planning Through a Social Justice Lens

Human Service Program Planning Through a Social Justice Lens

Human Service Program Planning Through a Social Justice Lens provides a foundation in social justice to students while developing practical skills and knowledge about the steps and tasks involved in planning social programs. Through the parallel process of contextualizing social issues while teaching the process of program planning students will develop a perspective on the need for social justice planning and its impact on marginalized communities and populations. The textbook explores current concepts and approaches to understanding social issues and involving impacted communities and individuals. These include: Intersectionality Appreciative Inquiry Participatory Planning and Visioning which serve to challenge preconceptions while coupling these with the step-by-step approach to planning using the Logic Model. Utilizing meaningful examples to demonstrate how social justice planning can be implemented Human Service Program Planning Through a Social Justice Lens is appropriate for students of social work as well as practitioners in human services public administration and public health.

GBP 38.99
1

Study Abroad for Pre- and In-Service Teachers Transformative Learning on a Global Scale

Study Abroad for Pre- and In-Service Teachers Transformative Learning on a Global Scale

By exploring the experiences of pre- and in-service teachers as well as the design and implementation of study abroad programs developed specifically for them this volume highlights the potential of international learning in promoting teachers’ global and critical understandings of their roles as educators in an increasingly diverse and interconnected world. Recognizing teacher study abroad as a unique strand within the wider foreign education literature Study Abroad for Pre- and In-Service Teachers emphasizes how it can be conceptualized theorized and implemented as part of initial and continuing teacher training. Chapters consider study abroad programs and teaching practices in Europe Asia the Americas and in Indigenous communities and document the transformative learning experiences which impact the way teachers think about learning teaching and identity. Together the chapters foreground the personal and professional advantages of teacher study abroad and provide key insights to inform design and programming for sustainable impactful teacher study abroad which supports teachers in building intercultural competence and enhances their capacity to serve students of varying cultural and linguistic backgrounds. This volume will appeal to researchers scholars education abroad facilitators and teacher educators with an interest in international mobility multicultural education culturally responsive pedagogy and study abroad. In addition pre- and in-service teachers will find the book of value. | Study Abroad for Pre- and In-Service Teachers Transformative Learning on a Global Scale

GBP 38.99
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Co-Production and Public Service Management Citizenship Governance and Public Services Management

Co-Production and Public Service Management Citizenship Governance and Public Services Management

This volume compiles a dozen essays by one of the most prolific proponents of co-production as a solution for many of the challenges facing public services and democratic governance at the outset of the 21st Century. Co-production is considered a partnership between citizens and public service providers that is essential for meeting a growing number of social challenges since neither the government nor citizens can solve them on their own. These challenges include among other things improving the efficiency and effectiveness of public services in times of financial strain; increasing the legitimacy of the public sector after decades of questioning its ability with the spread of New Public Management; promoting social integration and cultural pluralism in increasingly diverse societies when millions of refugees and immigrants are on the move; tackling the threat of burgeoning populism following the rise of anti-immigrant and anti-global parties in many countries in recent years; and finally finding viable solutions for meeting the growing needs of aging populations in many parts of the world. This volume addresses issues related to the successful development and implementation of a policy shift toward greater citizen participation in the design and delivery of the services they depend on in their daily lives and greater citizen involvement in resolving these tenacious problems facilitated by the active support of governments across the globe. Moreover it explores participatory public service management that empowers the front-line staff providing public services. Together with users/citizens they can insure the democratic governance of public service provision. | Co-Production and Public Service Management Citizenship Governance and Public Services Management

GBP 38.99
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