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Service management : Operations, Strategy, Information Technology / James A. Fitzsimmons, Mona J. Fitzsimmons
NY, New York : McGraw Hill, 2011
608 pages. : illustrations ; 28 cm.
Ký hiệu phân loại (DDC): 658.5
Services touch the lives of every person in this country every day: food services, communication services, and emergency services, to name only a few. Our welfare and the welfare of our economy now are based on services. The activities of manufacturing and agriculture always will be necessary, but we can eat only so much food and we can use only so many goods. Services, however, are largely experiential, and we always will have a limitless appetite for them
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Service management : theory and practice / J. R. Bryson, Jon Sundbo, Lars Fuglsang, P. W. Daniels
Cham, Switzerland : Palgrave Macmilla, 2020
303 pages. : illustrations ; cm.
Ký hiệu phân loại (DDC): 658.812
This textbook offers a fully integrated approach to the theory and practice of service management, exploring the operational dynamics, management issues and business models deployed by service firms. It builds on recent developments in service science as an interdisciplinary research area with emphasis on integration, adaptability, optimization, sustainability and rapid technological adoption. The book explores seven fundamental processes that are key to successfully managing service businesses, helping students gain insights into: how to manage service businesses, with coverage of both small firms and large transnationals service business models, operations and productivity managing service employees how service firms engage in product and process innovation marketing, customers and service experiences internationalization of service businesses the ongoing servitization of manufacturing
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