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Managing Services Marketing
Author: John E. G. Bateson
Publisher: Houghton Mifflin
ISBN: 0030986664
Pages: 680
Year: 1995
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Managing Services
Author: Mark M. Davis, Janelle N. Heineke
Publisher: Richard d Irwin
ISBN: 0071194770
Pages: 443
Year: 2003
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Managing Services is an alternative to the growing service management market in that it is more managerial and procedural, placing less emphasis on quantitative tools and more on strategic concerns. The benefit of this approach is that it views services from the perspective of the general manager rather than the operations specialist. This is important, especially considering most students taking this course aspire to and are preparing for managerial positions.
Managing Services
Author: Kathryn Haynes, Irena Grugulis
Publisher: Oxford University Press
ISBN: 019969608X
Pages: 199
Year: 2013-11
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The book is a collection of perspectives on service and service management written by leading researchers in the field. It considers the range and importance of services, the challenges of managing services and recent contemporary innovations in services and service management.
Managing services
Author: Christopher H. Lovelock
ISBN: 0135447011
Pages: 472
Year: 1992
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Managing Services
Author: Alan Nankervis, Yuki Miyamoto, Ruth Taylor, John Milton-Smith
Publisher: Cambridge University Press
ISBN: 1139445111
Year: 2005-10-05
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The rapid increase in global services during the last few decades is without doubt one of the most challenging social, cultural, political, and especially economic, forces of our time. Services have supplanted agriculture, manufacturing and resources, as the primary source of international competitive advantage in many countries, providing wealth, employment, and almost unlimited future opportunities for growth, whether in traditional or more innovative forms. This book explores the strategic management of services through an Integrated Services Management Model which links operational, marketing, financial and human resource management functions, within a broad and diverse collection of international, regional, and local service contexts. It contains numerous case examples, student projects and exercises, designed to illustrate common problems and innovative approaches, with a particular focus on the Asia Pacific and Australasian regions.
Managing Complexity in the Public Services
Author: Philip Haynes
Publisher: Routledge
ISBN: 131781164X
Pages: 162
Year: 2015-03-24
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The application of complexity theory to management and the social sciences has been a key development in theory and practice over the last decade. This approach questions the possibility of finding universal methods of practice, and proposes a pragmatic and humanistic management style that evolves out of a reflective method. The focus is on practitioners observing patterns of similarity and being adaptable in decision-making. Bringing complexity theory into management reveals the importance of organizational culture and effective communication because people, their values and their objectives are at the heart of this method. Information technology provides a framework for complex communication and knowledge use, but it cannot replace highly developed professional negotiations and cooperation. This book argues that the complexity of the public service world limits the usefulness of classical and rational scientific management approaches such as New Public Management. Excessive marketization threatens a collaborative approach and overly rigid approaches to performance management and strategic management can be dysfunctional. Managing Complexity in the Public Services 2nd Edition advances a method of management practice that copes with the stark realities of the complex and unpredictable public policy world. It develops pragmatic management practices from action research that will be valuable to both academics and practitioners. The result is a new value-based practice for the post-crisis public service world.
Managing Service Operations
Author: Bill Hollins, Sadie Shinkins
Publisher: SAGE
ISBN: 1848604661
Pages: 312
Year: 2006-09-18
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`Bill Hollins continues his practical investigation of design in the service sector. In this new book with Sadie Shinkins, he provides a down to earth approach to an important topic in the field' - Naomi Gornick, Honorary Professor, University of Dundee Guiding readers through each stage in the design and implementation of service operations, this book combines lively examples that are easy to relate to with clearly explained theory. Throughout, chapters contain pedagogical features that will help students to get the most from the ideas and examples being presented in the book. They include: - Chapter objectives; - Short cases; - Student exercises; - Chapter summaries; - Further reading section; - A glossary of key terms.
Managing Geriatric Health Services
Author: Alice McDonnell
Publisher: Jones & Bartlett Publishers
ISBN: 1449604609
Pages: 410
Year: 2012-07-27
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Managing Geriatric Health Services provides an overview of the many disciplines related to geriatric health administration as well as specialty topics in long-term care. Ideal for students studying geriatric health services administration, as well as active professionals currently working in the field, Managing Geriatric Health Services thoroughly examines core topics such as administration, nursing, and rehabilitative therapies. It also covers specialty topics, including spirituality, dementia, quality assurance, oral history, and ethical issues. This text examines the various jobs within the continuum of care from an administrative and management standpoint, and also looks at the various roles or disciplines within long-term care and the specific challenges to each. With contributions from experienced professionals in the field, this book includes an entire section of interdisciplinary case study examples and reflection exercises. Individual chapters include learning objectives, key terms, chapter-specific case studies, and chapter summaries, Key Features: • Discussion questions in each chapter engage the reader in learning and understanding the topics presented. • Interdisciplinary case studies allow the reader to see the practical application of the concepts presented. • Chapters are supported by current research from prominent experts in the field. • A unique chapter on Oral Histories explores the aging process and the value of reminiscing. Instructor Resources: PowerPoint LEcture Slides, Test Bank
Managing Service Excellence
Author: C William Crutcher
ISBN: 0692985719
Year: 2017-12-08
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What is the one thing that all businesses depend on? Customers. What could be more important, then, to your organization's enduring success than a solid, well-planned and executed customer service strategy--a philosophy and culture that show customers that they are the reason you are in business in the first place? As this book reveals, we are all in the business of serving customers, whether they be external or internal to your organization. It therefore behooves each of us to understand and practice the principles of service excellence. Managing Service Excellence is a comprehensive guidebook for creating and maintaining a customer-centric organization. Through chapters focusing on specific skill sets, real-world examples, and review questions, this book details how to create a satisfied customer and keep them for life. In clear, accessible language, Crutcher covers every aspect of service--from effective planning, communication, teaming, and coaching strategies, to managing change, strengthening critical thinking and problem-solving skills, and leveraging customer feedback to drive business improvement and innovation. With extensive experience in C-level and higher education roles, Crutcher helps us understand what customers really want and need, what drives their individual behavior, and how to best customize our service approach accordingly. In a world where technology is constantly changing the business landscape, this book serves as a timeless resource on the fundamentals of customer service. There will never be a substitute for the competitive advantage that integrity, competence, and relationship-building provide. As Crutcher writes, "If you build it, they will come" may work in the movies, but in real life, success requires a consistent effort in the field of customer service. Managing Service Excellence provides the keys.
Managing the IT Services Process
Author: Noel Bruton
Publisher: Routledge
ISBN: 1136381694
Pages: 256
Year: 2012-11-12
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Managing the IT Service Process is the first book of its kind to recognize the truth of IT Service delivery. It takes the overall view of the service management process and links together the elements of service level management, systems availability, costs and benchmarking, and the helpdesk. In the last 5 years there has been a major structural shift in the IT industry with the traditional position of Helpdesk Manager being replaced by a new function of IT Services Manager. The industry is now concentrating on the formulation of an end-to-end service process that replaces the previous norm of several disparate and non-integrated sections in an IT department such as the helpdesk, applications maintenance, operations, development procurement and systems management. Managers are focusing on a totality of management so they can correlate costs and processes and offer their customers an integrated service. Managing the IT Services Process is an instructional manual written by an acknowledged industry expert and includes techniques, charts, methods, case studies and anecdotes to support the text. The author encourages the reader to formulate an end-to-end IT service process by using a step by step approach. The text describes and encourages integration in IT and therefore will be useful for managers involved in the unified process.
Leading and Managing Professional Services Firms in the Infrastructure Sector
Author: Tim Ellis
Publisher: Routledge
ISBN: 1351216600
Pages: 170
Year: 2018-02-12
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Professional services firms play a vital role in the social, environmental and economic well-being of any economy. This book considers the key skills and elements required to successfully lead and manage a professional services firm operating in the infrastructure sector. Public- and private-sector clients recognise the role that infrastructure plays in the functionality of our cities and that most urban conurbations have a backlog of infrastructure to deliver to meet the needs of increasing populations, greater urbanisation and emerging economies. Just keeping pace with projected global GDP growth will require an enormous investment in infrastructure and skilful leadership to deliver it. In response to this challenge, professional services firms will need to be well-led and well-managed to be successful and sustainable in the long-term. Such organisations must provide high-value advice, design, knowledge and innovations to get more out of the existing assets and to plan and design new assets with greater integrity and construct them more productively, efficiently and effectively. This book provides practical frameworks for emerging operational managers and future project leaders to prepare them to successfully manage these firms and deliver such projects in the face of new and often disruptive technologies and shifting corporate landscapes. The book is essential reading for aspiring leaders operating in all infrastructure market sectors including energy, water, sewerage, road, rail, ports, airports, education, health, justice, retail, entertainment, property and development sectors.
Managing Business Analysis Services
Author: Barbara Davis
Publisher: J. Ross Publishing
ISBN: 1604270799
Pages: 256
Year: 2012-10-21
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This unique desk reference offers the information, models and guidance needed to plan and deliver complete, end-to-end business analysis services. Its step-by-step approach enables maximum utility of the business analysis (BA) role, development of more complete solutions for meeting the strategic goals of a business, and dramatic and sustainable improvements in project success rates. Managing Business Analysis Services: A Framework for Sustainable Projects and Corporate Strategy Success provides chief information officers, business analysis managers and consultants the information required to maximize the efficiency and productivity of technology projects, obtain higher returns on investment from BA services, reduce operating costs, and increase alignment of products to better serve the company or the client organization.
Managing Health Services
Author: Mary G. Harris
Publisher: Elsevier Australia
ISBN: 0729537595
Pages: 496
Year: 2005-10-01
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Managing health Services, concepts and practice provides a valuable practice resource for health service management students and managers. The text is arranged according to six major themes, health service managers and changing organisational context, working with people, working with information, includes many case studies.
Managing Knock Your Socks Off Service
Author: Chip Bell, Ron Zemke, John Bush
Publisher: AMACOM
ISBN: 0814432050
Pages: 256
Year: 2013-05-01
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In our increasingly connected world, customer service can make or break a business. Companies that excel keep customers coming back-and those who don't soon discover that word spreads fast. The difference is in how managers train, coach, and support frontline employees. Extensively revised with today's empowered, web-savvy consumer in mind, Managing Knock Your Socks Off Service shows managers and supervisors how to: * Find and retain service-oriented people * Understand customer needs, expectations and desires * Build a service vision * Design a user-friendly service delivery process * Involve and inspire employees * Recognize and reward good performance The third edition features new chapters on: learning from lost customers; inciting passion and incentivizing service; fostering trust; and delivering great customer experiences online. In short, everything readers need to ensure their frontline employees become their company's biggest asset.
Managing Translation Services
Author: Geoffrey Samuelsson-Brown
Publisher: Multilingual Matters
ISBN: 1847695442
Pages: 160
Year: 2006-09-12
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This is a sequel to the author’s best-selling A Practical Guide for Translators first published in 1993 and now in its 4th edition. Managing Translation Services looks at how to successfully make the change from being a single freelance translator to developing a translation company offering a range of value added services. The book is intended principally for those who presently work as a freelance translator with all the inherent limitations this presents in terms of income and being reliant on the limited range of skills that the individual can offer. While some business skills will have been accumulated by virtue of working in a commercial environment, the transition from being responsible for oneself and taking the bold step of employing additional resources can be quite daunting. However, the opportunities this offers in terms of income and personal satisfaction are considerable. This book considers the initial Ssteps towards business development, exploiting these opportunities and the rewards they can offer. Advice is given on setting up a translation business, organisational development, what a business plan needs to consider for successful growth, how quality management needs to be approached, managing human resources, customer relations and other topics. The book provides a wealth of ready-made examples of quality procedures, forms that support business management and sources of further information. It also considers an exit strategy and related long-term planning when disposing of the business. Managing Translation Services is based on the many years of experience gained by the author working as a staff translator, freelance translator, university lecturer in translation studies, and former head of an award-winning, ISO 9001 accredited company. As a result, it covers a range of management issues relating to providing professional translation services.

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