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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
1

Service-Learning Theory and Practice

Service-Learning Theory and Practice

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. | Service-Learning Theory and Practice

GBP 130.00
1

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
1

Service-Oriented Distributed Knowledge Discovery

Service-Oriented Distributed Knowledge Discovery

A new approach to distributed large-scale data mining service-oriented knowledge discovery extracts useful knowledge from today’s often unmanageable volumes of data by exploiting data mining and machine learning distributed models and techniques in service-oriented infrastructures. Service-Oriented Distributed Knowledge Discovery presents techniques algorithms and systems based on the service-oriented paradigm. Through detailed descriptions of real software systems it shows how the techniques models and architectures can be implemented. The book covers key areas in data mining and service-oriented computing. It presents the concepts and principles of distributed knowledge discovery and service-oriented data mining. The authors illustrate how to design services for data analytics describe real systems for implementing distributed knowledge discovery applications and explore mobile data mining models. They also discuss the future role of service-oriented knowledge discovery in ubiquitous discovery processes and large-scale data analytics. Highlighting the latest achievements in the field the book gives many examples of the state of the art in service-oriented knowledge discovery. Both novices and more seasoned researchers will learn useful concepts related to distributed data mining and service-oriented data analysis. Developers will also gain insight on how to successfully use service-oriented knowledge discovery in databases (KDD) frameworks.

GBP 59.99
1

Service Leadership Leading with Competence Character and Care in the Service Economy

Service Leadership Leading with Competence Character and Care in the Service Economy

Service Leadership offers students researchers and leaders a leadership model originating in the service economy – but which is gaining ground in all sectors and industries – explained by experts that were key actors in that origination at DHL International. Designed for undergraduates and graduates but also useful for professionals in leadership positions Hoshmand and Chung structure the book around the 3Cs of leadership in the service economy: Competence Character and Care. It shows how the integration of the 3Cs when applied in combination with each other creates an environment of trust within and outside the organization. Most importantly it allows the reader to understand how a move from the manufacturing mindset (hierarchical decision making) to a service mindset (collective qualitative culturally sensitive) creates an ethical habitat and ecosystem that contributes to a firm’s competitiveness and adds value to its brand image. Incorporating elements of leadership literature philosophy psychology sociology economics and political science including cases and supported by a teaching manual and a full set of slides this book is ideal core reading for students of service leadership and leadership in the service economy and valuable to those learning about leadership more broadly. | Service Leadership Leading with Competence Character and Care in the Service Economy

GBP 52.99
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Advances in the Human Side of Service Engineering

Advances in the Human Side of Service Engineering

If there is any one element to the engineering of service systems that is unique it is the extent to which the suitability of the system for human use human service and excellent human experience has been and must always be considered. An exploration of this emerging area of research and practice Advances in the Human Side of Service Engineering covers a broad spectrum of ergonomics and human factors issues highlighting the design of contemporary manufacturing systems. Topics include:Adoption of health information technology (HIT)Aging society: the impact of age on traditional service system constructs Anthropology in service science Applying service design techniques to healthcare Co-creating value Cognitive systems modeling of service systems Context-related service: the human aspect of service systemsDesigning services for underserved populationsEthics dividend in services: how it may be cultivated grown and measuredGovernance of service systems Human aspects of change when applying Lean Six Sigma methods and toolsHuman side of service dominant logic in B2B settingsHuman-computer interaction and HF in software technologiesService network configuration impacts on customer experience Simulating employees and customers in service systems Systems design and the customer experienceUsability and human side of electronic financial services The book also discusses issues that arise in shop floor and office environments in the quest for manufacturing agility i. e. enhancement and integration of human skills with hardware performance for improved market competitiveness management of change product and process quality and human-system reliability. It provides a foundation upon which researchers and practitioners can contri

GBP 59.99
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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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Employees and Employers in Service Organizations Emerging Challenges and Opportunities

Employees and Employers in Service Organizations Emerging Challenges and Opportunities

With the increasing globalization and fast-paced technological advances in business today service organizations must to respond to the changing business dynamic between employers and employees. The service industry has metamorphosed into a revolution not only in United States but in developed and developing countries also. Highly industrialized countries have become ‘service economies’ at least when measured in terms of share of the workforce employed in service industries. This new book Employees and Employers in Service Organizations: Emerging Challenges and Opportunities the first volume in the 21st Century Business Management book series provides an in-depth exploration of recent concepts and trends in business management in the service industries. It looks at the changing expectations and loyalties of young workers and others and the challenges and opportunities presented for service employers. The book considers theory and research findings providing a plethora of practical implications and applications for these new workplace behavior dynamics. Exploring the different perspectives and concepts from the book’s researchers and authors Employees and Employers in Service Organizations: Emerging Challenges and Opportunities cover themes such as• work-life balance• spirituality in the workplace• emerging positive psychology concepts such as psychological capital knowledge management and mindfulness• expectations motivation and behavior of different generations such as Generation YThis informative volume will be valuable for faculty teaching courses in management and self-improvement for leaders and executives as well as for those in service industries. | Employees and Employers in Service Organizations Emerging Challenges and Opportunities

GBP 82.99
1

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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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
1

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
1

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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Understanding the NEC4 Professional Service Contract A Practical Handbook

Understanding the NEC4 Professional Service Contract A Practical Handbook

As usage of the NEC (formerly the New Engineering Contract) family of contracts continues to grow worldwide so does the importance of understanding its clauses and nuances to everyone working in the built environment. Currently in its fourth edition (NEC4) this set of contracts is different to others in concept as well as format so users may well find themselves needing a helping hand along the way. Understanding the NEC4 Professional Service Contract uses plain English to lead the reader through the NEC4 Professional Service Contract’s key features and differences from its predecessor the NEC3 Professional Services Contract including: Main and Secondary Options the use of early warnings programme provisions payment compensation events preparing tender documents Common problems experienced when using the Professional Service Contract are signalled to the reader throughout and the correct way of interpreting each clause explained. The way the contract affects procurement processes dispute resolution project management and risk management are all addressed in order to direct the user to best practice. Written for construction professionals by a practising international construction contract consultant this handbook is the most straightforward balanced and practical guide to the NEC4 Professional Service Contract available. It is an ideal companion for Clients Contractors Service Managers Project Managers Supervisors Engineers Architects Quantity Surveyors Subcontractors and anyone else interested in working successfully with the NEC4 Professional Service Contract. | Understanding the NEC4 Professional Service Contract A Practical Handbook

GBP 48.99
1

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
1

Service-Oriented Architecture SOA Strategy Methodology and Technology

Service-Oriented Architecture SOA Strategy Methodology and Technology

Aggressively being adopted by organizations in all markets service-oriented architecture (SOA) is a framework enabling business process improvement for gaining competitive advantage. Service-Oriented Architecture: SOA Strategy Methodology and Technology guides you through the challenges of deploying SOA. It demonstrates conclusively that strategy and methodology are the keys to implementing SOA and provides the methodology needed for SOA success. The book examines the role of both non-agile and agile project management techniques for deploying SOA. Its methodology applies frameworks of governance communications product realization project management architecture data management service management human resource management and post implementation processes. Filled with case studies the book shows the methodology in action. This reference benefits business managers business analysts and technology project managers who are serious about adopting SOA as a long-term strategy. It is also benefits those new to business process management enterprise architecture and information systems and need to understand SOA its business drivers and its methodology. | Service-Oriented Architecture SOA Strategy Methodology and Technology

GBP 56.99
1

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

Public Service Motivation Beyond the Boundary of Public Management

Public Service Motivation Beyond the Boundary of Public Management

This book evaluates public service motivation (PSM) within the milieu of a broader conceptual and theoretical landscape beyond public management with a primary focus in management and the social sciences. As the literature around public management has evolved scholars have suggested that PSM can direct applicants toward public service-oriented careers and once hired many have posited that PSM is linked to psychological outcomes and behavioral activity within public service-oriented organizations. Although some scholars have attempted to characterize and study PSM in relation to concepts outside of public management the vast majority of scholarship has been grounded specifically in the public management literature. This is true when characterizing PSM as a factor that relates to career choice as well as a predictor of motivated states once one occupies a role within an organization. Given its continued vigor and its legitimacy it could be argued that in recent decades PSM has indeed become one of the most prominent concepts in public management. This book 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. The chapters in this book were originally published in Public Management Review. | Public Service Motivation Beyond the Boundary of Public Management

GBP 130.00
1

Service Provision and Rural Sustainability Infrastructure and Innovation

Service Provision and Rural Sustainability Infrastructure and Innovation

Access to quality services and community infrastructure are vital parts of supporting sustainable and resilient rural and small town places. Renewing outdated infrastructure and supporting the delivery of services in rural communities present significant challenges from the constrained fiscal and policy realities of the 21st century. Drawing upon contributors from five Organization for Economic Co-operation and Development (OECD) countries this book describes innovative service delivery and community infrastructure models that are appropriate to the contemporary rural and resource-dependent regions of developed economies. The examples show that an entrepreneurial approach to service delivery and infrastructure provision by local organizations and governments is needed. Critical economic and community development supports are crucial to assist creative and innovative sets of solutions that work for small communities. Chapters in this book argue that community development foundations for resilient rural and small town communities and regions must be co-constructed and co-delivered in partnership by both local and senior government actors in terms of both policy and committed resources. This volume will be extremely valuable for students scholars and community development practitioners exploring policy-making government initiatives and community service provision in rural and small town places. | Service Provision and Rural Sustainability Infrastructure and Innovation

GBP 44.99
1

Health and the National Health Service

Health and the National Health Service

The NHS came into existence in an atmosphere of conflict centred on the strong ideological commitment of the Post-war Labour Government and the opposition of the Conservative Party of that time to the idea of a universally available and centrally planned medical care service. There was also opposition from some sections of the medical establishment who feared the loss of professional autonomy. Setting health policy in both an historical and modern context (post 1997) Carrier and Kendall weigh up the successes and failures of the National Health Service and examine the conflicts which have continued for over sixty years in spite of efforts to solve financial problems in the NHS through increases in funding as well as structural and organisational change. After looking at recent responses to supposed failures of the NHS they conclude that the NHS has successfully faced the challenges before it and is likely to continue to meet the changing health needs of the population. Financial stresses concerns about the quality of care and demographic change with consequent issues for the elderly and the chronically ill continue to be urgent and politically contentious issues. This book is appropriate for a wide range of undergraduate and postgraduate students studying health policy and the NHS. | Health and the National Health Service

GBP 46.99
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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