000 03289nam a22005415i 4500
001 978-1-4419-8321-3
003 DE-He213
005 20140220083727.0
007 cr nn 008mamaa
008 110401s2011 xxu| s |||| 0|eng d
020 _a9781441983213
_9978-1-4419-8321-3
024 7 _a10.1007/978-1-4419-8321-3
_2doi
050 4 _aQA76.9.M3
072 7 _aUYZM
_2bicssc
072 7 _aUKR
_2bicssc
072 7 _aBUS083000
_2bisacsh
072 7 _aCOM032000
_2bisacsh
082 0 4 _a005.74
_223
100 1 _aMacintyre, Mairi.
_eeditor.
245 1 0 _aService Design and Delivery
_h[electronic resource] /
_cedited by Mairi Macintyre, Glenn Parry, Jannis Angelis.
264 1 _aBoston, MA :
_bSpringer US,
_c2011.
300 _aXXII, 170 p.
_bonline resource.
336 _atext
_btxt
_2rdacontent
337 _acomputer
_bc
_2rdamedia
338 _aonline resource
_bcr
_2rdacarrier
347 _atext file
_bPDF
_2rda
490 1 _aService Science: Research and Innovations in the Service Economy,
_x1865-4924
505 0 _aUnderstanding 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?.
520 _aService 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.
650 0 _aComputer science.
650 0 _aInformation Systems.
650 0 _aIndustrial management.
650 0 _aManagement information systems.
650 1 4 _aComputer Science.
650 2 4 _aManagement of Computing and Information Systems.
650 2 4 _aManagement/Business for Professionals.
650 2 4 _aOperations Research/Decision Theory.
650 2 4 _aBusiness Information Systems.
700 1 _aParry, Glenn.
_eeditor.
700 1 _aAngelis, Jannis.
_eeditor.
710 2 _aSpringerLink (Online service)
773 0 _tSpringer eBooks
776 0 8 _iPrinted edition:
_z9781441983206
830 0 _aService Science: Research and Innovations in the Service Economy,
_x1865-4924
856 4 0 _uhttp://dx.doi.org/10.1007/978-1-4419-8321-3
912 _aZDB-2-SBE
999 _c105971
_d105971