Science And Service

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The Science of Service

Author : Mark Colgate
Publisher : Page Two
ISBN 13 : 1989025064
Total Pages : 0 pages
Book Rating : 4.9/5 (89 download)

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Book Synopsis The Science of Service by : Mark Colgate

Download or read book The Science of Service written by Mark Colgate and published by Page Two. This book was released on 2018-09-18 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: When it comes to customer satisfaction, consistency is king - not the customer. While it's been proven that customer satisfaction can greatly impact many financial aspects of a business - from cash flow to profitability and share price - most companies have not considered the science behind customer service or built a system for it. With Mark Colgate's FAME mode - standing for Framework, Accountability, Moments, and Endurance - companies and organizations will be able to differentiate themselves, and create a unique approach that will communicate their service brand to their customers in a compelling, clear, and memorable manner. Colgate's model demands effort, innovation, practice, and endurance, but it will also empower readers to distinguish their businesses among competitors, win over customers even when they're proving difficult, and help companies achieve service fame. Backed by case studies and scientific research, this book will help readers to understand the science, tools, and frameworks needed to create their own consistently high-calibre customer service for their organizations, boosting annual returns as a result.

The Science of Service Systems

Author : Haluk Demirkan
Publisher : Springer Science & Business Media
ISBN 13 : 1441982701
Total Pages : 360 pages
Book Rating : 4.4/5 (419 download)

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Book Synopsis The Science of Service Systems by : Haluk Demirkan

Download or read book The Science of Service Systems written by Haluk Demirkan and published by Springer Science & Business Media. This book was released on 2011-04-20 with total page 360 pages. Available in PDF, EPUB and Kindle. Book excerpt: The Science of Service Systems intends to stimulate discussion and understanding by presenting theory-based research with actionable results. Most of the articles focus on formalizing the theoretical foundations for a science of service systems, examining a wide range of substantive issues and implementations related to service science from various perspectives. From the formal (ontologies, representation specifications, decision-making and maturity models) to the informal (analysis frameworks, design heuristics, anecdotal observations), these contributions provide a snapshot in time of the gradually emerging scientific understanding of service systems. The Science of Service Systems, along with its companion text, Service Systems Implementation, is designed to present multidisciplinary and multisectoral perspectives on the nature of service systems, on research and practice in service, and on the future directions to advance service science. These two volumes compose a collection of articles from those involved in the emerging area known as service science.

Service Science

Author : Mark S. Daskin
Publisher : John Wiley & Sons
ISBN 13 : 0470877863
Total Pages : 628 pages
Book Rating : 4.4/5 (78 download)

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Book Synopsis Service Science by : Mark S. Daskin

Download or read book Service Science written by Mark S. Daskin and published by John Wiley & Sons. This book was released on 2011-07-15 with total page 628 pages. Available in PDF, EPUB and Kindle. Book excerpt: A comprehensive treatment on the use of quantitative modeling for decision making and best practices in the service industries Making up a significant part of the world economy, the service sector is a rapidly evolving field that is relied on to dictate the public's satisfaction and success in various areas of everyday life, from banking and communications to education and healthcare. Service Science provides managers and students of the service industries with the quantitative skills necessary to model key decisions and performance metrics associated with services, including the management of resources, distribution of goods and services to customers, and the analysis and design of queueing systems. The book begins with a brief introduction to the service sector followed by an introduction to optimization and queueing modeling, providing the methodological background needed to analyze service systems. Subsequent chapters present specific topics within service operations management, including: Location modeling and districting Resource allocation problems Short- and long-term workforce management Priority services, call center design, and customer scheduling Inventory modeling Vehicle routing The author's own specialized software packages for location modeling, network optimization, and time-dependent queueing are utilized throughout the book, showing readers how to solve a variety of problems associated with service industries. These programs are freely available on the book's related web site along with detailed appendices and online spreadsheets that accompany the book's "How to Do It in Excel" sections, allowing readers to work hands-on with the presented techniques. Extensively class-tested to ensure a comprehensive presentation, Service Science is an excellent book for industrial engineering and management courses on service operations at the upper-undergraduate and graduate levels. The book also serves as a reference for researchers in the fields of business, management science, operations research, engineering, and economics. This book was named the 2010 Joint Publishers Book of the Year by the Institute of Industrial Engineers.

Handbook of Service Science

Author : Paul P. Maglio
Publisher : Springer Science & Business Media
ISBN 13 : 1441916288
Total Pages : 758 pages
Book Rating : 4.4/5 (419 download)

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Book Synopsis Handbook of Service Science by : Paul P. Maglio

Download or read book Handbook of Service Science written by Paul P. Maglio and published by Springer Science & Business Media. This book was released on 2010-06-14 with total page 758 pages. Available in PDF, EPUB and Kindle. Book excerpt: As the service sector expands into the global economy, a new science of service is emerging, one that is dedicated to encouraging service innovation by applying scientific understanding, engineering discipline, and management practice to designing, improving, and scaling service systems. Handbook of Service Science takes the first major steps to clarifying the definition, role, and future of this nascent field. Incorporating work by scholars from across the spectrum of service research, the volume presents multidisciplinary perspectives on the nature and theory of service, on current research and practice in design, operations, delivery, and innovation of service, and on future opportunities and potential of service research. Handbook of Service Science provides a comprehensive reference suitable for a wide-reaching audience including researchers, practitioners, managers, and students who aspire to learn about or to create a deeper scientific foundation for service design and engineering, service experience and marketing, and service management and innovation.

Service Science, Management and Engineering

Author : Bill Hefley
Publisher : Springer Science & Business Media
ISBN 13 : 0387765786
Total Pages : 384 pages
Book Rating : 4.3/5 (877 download)

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Book Synopsis Service Science, Management and Engineering by : Bill Hefley

Download or read book Service Science, Management and Engineering written by Bill Hefley and published by Springer Science & Business Media. This book was released on 2008-01-08 with total page 384 pages. Available in PDF, EPUB and Kindle. Book excerpt: Papers in this unique volume were developed from the 2006 conference hosted by IBM, Service Science, Management, and Engineering (SSME) — Education for the 21st Century. The book incorporates a variety of perspectives, informed by an international background in SSME experience and education, including management, business, social science, computer science and engineering. Readers will derive an understanding of education needs and program offerings in SSME.

Handbook of Service Science, Volume II

Author : Paul P. Maglio
Publisher : Springer
ISBN 13 : 3319985124
Total Pages : 845 pages
Book Rating : 4.3/5 (199 download)

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Book Synopsis Handbook of Service Science, Volume II by : Paul P. Maglio

Download or read book Handbook of Service Science, Volume II written by Paul P. Maglio and published by Springer. This book was released on 2018-10-16 with total page 845 pages. Available in PDF, EPUB and Kindle. Book excerpt: The second volume of this successful handbook represents varied perspectives on the fast-expanding field of Service Science. The novel work collected in these chapters is drawn from both new researchers who have grown-up with Service Science, as well as established researchers who are adapting their frames for the modern service context. The first Handbook of Service Science marked the emergence of Service Science when disciplinary studies of business-to-customer service systems intertwined to meet the needs of a new era of business-to-business and global service ecosystems. Today, the evolving discipline of Service Science involves advanced technologies, such as smartphones, cloud, social platforms, big data analytics, and artificial intelligence. These technologies are reshaping the service landscape, transforming both business models and public policy, ranging from retail and hospitality to transportation and communications. By looking through the eyes of today’s new Service Scientists, it is anticipated that value and grand challenges will emerge from the integration of theories, methods, and techniques brought together in the first volume, but which are now rooted more deeply in service-dominant logic and systems thinking in this second volume. The handbook is divided into four parts: 1) Service Experience--On the Human-centered Nature of Service; 2) Service Systems–On the Nature of Service Interactions; 3) Service Ecosystems–On the Broad Context of Service; 4) Challenges–On Rethinking the Theory and Foundations of Service Science. The chapters add clarity on how to identify, enable, and measure service, thus allowing for new ideas and connections made to physics, design, computer science, and data science and analytics for advancing service innovation and the welfare of society. Handbook of Service Science, Volume II offers a thorough reference suitable for a wide-reaching audience including researchers, practitioners, managers, and students who aspire to learn about or to create a deeper scientific foundation for service design and engineering, service experience and marketing, and service management and innovation.

Progressive Trends in Knowledge and System-Based Science for Service Innovation

Author : Kosaka, Michitaka
Publisher : IGI Global
ISBN 13 : 1466646640
Total Pages : 511 pages
Book Rating : 4.4/5 (666 download)

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Book Synopsis Progressive Trends in Knowledge and System-Based Science for Service Innovation by : Kosaka, Michitaka

Download or read book Progressive Trends in Knowledge and System-Based Science for Service Innovation written by Kosaka, Michitaka and published by IGI Global. This book was released on 2013-10-31 with total page 511 pages. Available in PDF, EPUB and Kindle. Book excerpt: Scientific investigation in the service industry has produced a major effect on productivity and quality in order to lead to new services. With ever-evolving internet technologies and information environments, system science and knowledge science seem to be an effective tool for service innovation in the 21st century. Progressive Trends in Knowledge and System-Based Science for Service Innovation illustrates new approaches to service innovation and new methodologies from the knowledge science and system science perspectives. Practitioners and researchers interested in knowing more about practical theories and successful examples in service science will find this book to be a vital asset to their studies.

Service Science and the Information Professional

Author : Yvonne de Grandbois
Publisher : Chandos Publishing
ISBN 13 : 1780633130
Total Pages : 136 pages
Book Rating : 4.7/5 (86 download)

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Book Synopsis Service Science and the Information Professional by : Yvonne de Grandbois

Download or read book Service Science and the Information Professional written by Yvonne de Grandbois and published by Chandos Publishing. This book was released on 2013-10-31 with total page 136 pages. Available in PDF, EPUB and Kindle. Book excerpt: As we transition to a service and information-based economy, information specialists are projected onto the leading edge of an emerging science. Service Science and theInformation Professional demonstrates how the power of this new transdisciplinary field can inform and transform the current information professional world. Service Science is about people, technology, information, and organizations. Service Science can be of great benefit to Information Centres everywhere, and Information Service outlets can be a tremendous field of research for this new science. iSchools and Schools of Information Studies can join Computer Science, Engineering and Business Schools in receiving research grants for the development of Service Science. Information professionals need to know this new discipline and be inspired to participate in it. Describes service science and its increasing relevance as a discipline Provides relevant information to those pursuing interests in Information science, Information literacy, service science, and information management illustrates that the transition to a service and information-based economy will require libraries to deal with both information and services Explains why information professionals need to know more about this emerging field Shows the value of research, and the importance of participating in this field

Service Science Research, Strategy and Innovation: Dynamic Knowledge Management Methods

Author : Delener, N.
Publisher : IGI Global
ISBN 13 : 1466600780
Total Pages : 732 pages
Book Rating : 4.4/5 (666 download)

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Book Synopsis Service Science Research, Strategy and Innovation: Dynamic Knowledge Management Methods by : Delener, N.

Download or read book Service Science Research, Strategy and Innovation: Dynamic Knowledge Management Methods written by Delener, N. and published by IGI Global. This book was released on 2012-01-31 with total page 732 pages. Available in PDF, EPUB and Kindle. Book excerpt: "This book explores areas such as strategy development, service contracts, human capital management, leadership, management, marketing, e-government, and e-commerce"--Provided by publisher.

Service Science

Author : John Maleyeff
Publisher : Routledge
ISBN 13 : 1000075362
Total Pages : 0 pages
Book Rating : 4.0/5 ( download)

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Book Synopsis Service Science by : John Maleyeff

Download or read book Service Science written by John Maleyeff and published by Routledge. This book was released on 2020-08-03 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: To remain relevant in today’s world, practitioners should presume that they have two jobs: first, to do their work effectively so that they provide value to the organization; second, to improve how the work is done so that their organization remains competitive. This book offers clear guidance to excel at this ubiquitous second job. Informed by an appreciation that most personnel that work in any firm, even firms that are manufacturing-oriented, routinely provide services as a key element of their jobs, this book explains how to provide and improve internal customer service, regardless of industry or role. It illustrates the common features, or service process "DNA," while providing a diverse set of examples to enhance understanding. Written by a pioneer in the development of principles and methodologies that address services in a structured and distinctive manner, this book stresses that service processes are distinctly different from manufacturing processes. Rigorous and practical, this book will appeal to students and professionals alike, in business, hospitality, industrial management, public health, and other fields. Online resources include Excel files that act as templates to help with quantitative analysis routines.

Science in the Service of Children, 1893-1935

Author : Alice Smuts
Publisher : Yale University Press
ISBN 13 : 0300128479
Total Pages : 397 pages
Book Rating : 4.3/5 (1 download)

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Book Synopsis Science in the Service of Children, 1893-1935 by : Alice Smuts

Download or read book Science in the Service of Children, 1893-1935 written by Alice Smuts and published by Yale University Press. This book was released on 2008-10-01 with total page 397 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book is the first comprehensive history of the development of child study during the early part of the twentieth century. Most nineteenth-century scientists deemed children unsuitable subjects for study, and parents were hostile to the idea. But by 1935, the study of the child was a thriving scientific and professional field. Here, Alice Boardman Smuts shows how interrelated movements—social and scientific—combined to transform the study of the child. Drawing on nationwide archives and extensive interviews with child study pioneers, Smuts recounts the role of social reformers, philanthropists, and progressive scientists who established new institutions with new ways of studying children. Part history of science and part social history, this book describes a fascinating era when the normal child was studied for the first time, a child guidance movement emerged, and the newly created federal Children’s Bureau conducted pathbreaking sociological studies of children.

Service Design and Delivery

Author : Mairi Macintyre
Publisher : Springer Science & Business Media
ISBN 13 : 144198321X
Total Pages : 170 pages
Book Rating : 4.4/5 (419 download)

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Book Synopsis Service Design and Delivery by : Mairi Macintyre

Download or read book Service Design and Delivery written by Mairi Macintyre and published by Springer Science & Business Media. This book was released on 2011-04-02 with total page 170 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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.

Good Scientist

Author : Abhijit Naskar
Publisher : Vicdansaadet Publishing
ISBN 13 : 1393521584
Total Pages : 90 pages
Book Rating : 4.3/5 (935 download)

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Book Synopsis Good Scientist by : Abhijit Naskar

Download or read book Good Scientist written by Abhijit Naskar and published by Vicdansaadet Publishing. This book was released on 2020 with total page 90 pages. Available in PDF, EPUB and Kindle. Book excerpt: "Religion that doesn't evolve destroys the world in the name of faith and science that doesn't evolve destroys the world in the name of advancement." The Humanitarian Scientist Abhijit Naskar delivers us a seminal masterpiece where he takes us through the alleys of human nature in relation to the issues that distress our society, while revealing the implications, purpose and duties of science in a truly civilized human society.

Science in the Service of Empire

Author : John Gascoigne
Publisher : Cambridge University Press
ISBN 13 : 9780521550697
Total Pages : 264 pages
Book Rating : 4.5/5 (56 download)

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Book Synopsis Science in the Service of Empire by : John Gascoigne

Download or read book Science in the Service of Empire written by John Gascoigne and published by Cambridge University Press. This book was released on 1998-06-08 with total page 264 pages. Available in PDF, EPUB and Kindle. Book excerpt: Joseph Banks is one of the most significant figures of the English Enlightenment. This book places his work in promoting 'imperial science', in the context of the consolidation of the British State during a time of extraordinary upheaval. The American, French and Industrial Revolutions unleashed intense and dramatic change, placing growing pressure on the British state and increasing its need for expert advice on scientific matters. This was largely provided by Banks, who used his personal networks and systems of patronage to integrate scientific concerns with the complex machinery of government. In this book, originally published in 1998, Gascoigne skilfully draws out the rich detail of Banks' life within the broader political framework, and shows how imperial concerns prompted interest in the possible uses of science for economic and strategic gain. This is an important examination of the British State during a time of change and upheaval.

Exploring Service Science

Author : Henriqueta Nóvoa
Publisher : Springer Nature
ISBN 13 : 3030387240
Total Pages : 403 pages
Book Rating : 4.0/5 (33 download)

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Book Synopsis Exploring Service Science by : Henriqueta Nóvoa

Download or read book Exploring Service Science written by Henriqueta Nóvoa and published by Springer Nature. This book was released on 2020-01-27 with total page 403 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book constitutes the proceedings of the 10th International Conference on Exploring Service Science, IESS 2020, held in Porto, Portugal, in February 2020. The 28 papers presented in this volume were carefully reviewed and selected from 42 submissions. The book includes papers that extend the view on different concepts related to the development of the Service Science domain of study, applying them to frameworks, advanced technologies, and tools for the design of new, digitally-enabled service systems. This book is structured in six parts, based on the six main conference themes, as follows: Customer Experience, Data Analytics in Service, Emerging Service Technologies, Service Design and Innovation, Service Ecosystems, and Service Management.

Cloud Computing and Services Science

Author : Ivan Ivanov
Publisher : Springer Science & Business Media
ISBN 13 : 1461423260
Total Pages : 393 pages
Book Rating : 4.4/5 (614 download)

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Book Synopsis Cloud Computing and Services Science by : Ivan Ivanov

Download or read book Cloud Computing and Services Science written by Ivan Ivanov and published by Springer Science & Business Media. This book was released on 2012-04-17 with total page 393 pages. Available in PDF, EPUB and Kindle. Book excerpt: The Cloud Computing and Services Science book comprises a collection of the best papers presented at the International Conference on Cloud Computing and Services Science (CLOSER), which was held in The Netherlands in May 2011. In netting papers from the conference researchers and experts from all over the world explore a wide-ranging variety of the emerging Cloud Computing platforms, models, applications and enabling technologies. Further, in several papers the authors exemplify essential links to Services Science as service development abstraction, service innovation, and service engineering, acknowledging the service-orientation in most current IT-driven structures in the Cloud. The Cloud Computing and Services Science book is organized around important dimensions of technology trends in the domain of cloud computing in relation to a broad scientific understanding of modern services emerging from services science. The papers of this book are inspired by scholarly and practical work on the latest advances related to cloud infrastructure, operations, security, services, and management through the global network. This book includes several features that will be helpful, interesting, and inspirational to students, researchers as well as practitioners. Professionals and decision makers working in this field will also benefit from this book

Advances in Service Science

Author : Hui Yang
Publisher : Springer
ISBN 13 : 3030047261
Total Pages : 293 pages
Book Rating : 4.0/5 (3 download)

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Book Synopsis Advances in Service Science by : Hui Yang

Download or read book Advances in Service Science written by Hui Yang and published by Springer. This book was released on 2018-12-28 with total page 293 pages. Available in PDF, EPUB and Kindle. Book excerpt: This volume offers the state-of-the-art research and developments in service science and related research, education and practice areas. It showcases emerging technology and applications in fields including healthcare, information technology, transportation, sports, logistics, and public services. Regardless of size and service, a service organization is a service system. Because of the socio-technical nature of a service system, a systems approach must be adopted to design, develop, and deliver services, aimed at meeting end users' both utilitarian and socio-psychological needs. Effective understanding of service and service systems often requires combining multiple methods to consider how interactions of people, technology, organizations, and information create value under various conditions. The papers in this volume highlight ways to approach such technical challenges in service science and are based on submissions from the 2018 INFORMS International Conference on Service Science.