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Service Design and Delivery, 2011 Service Science: Research and Innovations in the Service Economy Series

Langue : Anglais

Coordonnateurs : Macintyre Mairi, Parry Glenn, Angelis Jannis

Couverture de l’ouvrage Service Design and Delivery

Service Design and Delivery provides a comprehensive overview of the increasingly important role played by the service industry. Focusing on the development of different processes employed by service organizations, the book emphasizes management of service in relation to products. It not only explores the complexity of this relationship, but also introduces strategies used in the design and management of service across various sectors, highlighting where tools, techniques and processes applicable to one sector may prove useful in another. The implementation methods introduced in the book also illustrate how and why companies can transform themselves into service organizations.

While the book is primarily intended as a text for advanced-level courses in service design and delivery, it also contains theoretical and practical knowledge beneficial to both practitioners in the service sector and those in manufacturing contemplating moving towards service delivery.

Understanding Services and the Customer Response.- Goods, Products and Services.- The IBM Story.- Rethinking Lean Service.- Transformations Path of the ICI Explosive Business.- Shifting from Production to Service to Experience-based Operations.- Complex Deployed Responsive Service.- A Multi-organisational Approach to Service Delivery.- Through Life Costing.- The Practitioner View.- Are You Being Served?

Lays the groundwork for a universal presentation of the term service

Features a mixture of empirical research as well as cases studies and actual tools/exercises to ensure the link between research and practice

Holistic overview of service design and development

Written by leading researchers and practitioners.

Includes supplementary material: sn.pub/extras

Date de parution :

Ouvrage de 170 p.

15.5x23.5 cm

Disponible chez l'éditeur (délai d'approvisionnement : 15 jours).

Prix indicatif 116,04 €

Ajouter au panier

Date de parution :

Ouvrage de 170 p.

15.5x23.5 cm

Disponible chez l'éditeur (délai d'approvisionnement : 15 jours).

Prix indicatif 105,49 €

Ajouter au panier