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Author : William J. Glynn
Publisher :
ISBN 13 :
Total Pages : 520 pages
Book Rating : 4.3/5 (512 download)
Download or read book Understanding Services Management written by William J. Glynn and published by . This book was released on 1995-11-09 with total page 520 pages. Available in PDF, EPUB and Kindle. Book excerpt: A state-of-the-art services managment guide
Author : William J.Glynn
Publisher :
ISBN 13 : 9788120329355
Total Pages : pages
Book Rating : 4.3/5 (293 download)
Download or read book Understanding Services Management Integrating Marketing Organisational Behaviour Operations And Human Resource Management written by William J.Glynn and published by . This book was released on with total page pages. Available in PDF, EPUB and Kindle. Book excerpt:
Author : Peter Mudie
Publisher : Routledge
ISBN 13 : 1136366784
Total Pages : 274 pages
Book Rating : 4.1/5 (363 download)
Download or read book Services Marketing Management written by Peter Mudie and published by Routledge. This book was released on 2012-06-25 with total page 274 pages. Available in PDF, EPUB and Kindle. Book excerpt: Services Marketing Management builds on the success of the previous editions, formally entitled 'The Management and Marketing of Services', to provide an easily digestible approach to the service industry with a specific focus on the management and marketing elements. This new edition has been thoroughly revamped to include pedagogical features such as exercises and mini cases throughout the text to consolidate learning and make it more student friendly. New content has been incorporated to bring the subject matter thoroughly up to date, for example featuring more on the Internet, the inclusion of material on call centres in respect of service delivery and service encounter; additional material on customer relationship management (CRM); consideration of frontline employees and internal marketing; and a discussion of revenue management issues in managing demand and capacity. Particularly suitable for students on marketing, business and hospitality courses who require a good grounding in the principles of services marketing, the practical implications are shown clearly and effectively demonstrate how the principles are applied in the real world. A web based lecturer resource accompanies the text.
Author : David E. Bowen
Publisher : Jossey-Bass
ISBN 13 :
Total Pages : 442 pages
Book Rating : 4.:/5 (319 download)
Download or read book Service Management Effectiveness written by David E. Bowen and published by Jossey-Bass. This book was released on 1990-05-02 with total page 442 pages. Available in PDF, EPUB and Kindle. Book excerpt: A comprehensive model for managing a service business. Shows how to achieve the level of coordination required in an organization where employees from many departments have direct customer contact.
Author : Audrey Gilmore
Publisher : SAGE
ISBN 13 : 9780761941583
Total Pages : 226 pages
Book Rating : 4.9/5 (415 download)
Download or read book Services Marketing and Management written by Audrey Gilmore and published by SAGE. This book was released on 2003-06-02 with total page 226 pages. Available in PDF, EPUB and Kindle. Book excerpt: This text provides an overview of the characteristics and underlying principles of delivering services in today's marketplace, and places these issues in the context of the frameworks and activities of various types of organization, such as financial services, tourism, charities and museums.
Author : Barbara Lewis
Publisher : Routledge
ISBN 13 : 1134613938
Total Pages : 331 pages
Book Rating : 4.1/5 (346 download)
Download or read book Internal Marketing: Directions for Management written by Barbara Lewis and published by Routledge. This book was released on 2000-08-24 with total page 331 pages. Available in PDF, EPUB and Kindle. Book excerpt: Bringing together contributions from leading writers in the field of service marketing and management, this book represents a much-needed source of current research and conceptual development in internal marketing. Key themes and issues explored include:* the social model of marketing* the human resource management perspective* marketing and servic
Author : Mark Gabbott
Publisher : Routledge
ISBN 13 : 1135228973
Total Pages : 188 pages
Book Rating : 4.1/5 (352 download)
Download or read book Service Industries Marketing written by Mark Gabbott and published by Routledge. This book was released on 2014-02-25 with total page 188 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book covers a wide spectrum of topics, service contexts and methodologies and reflects the broad range of current services research. Its aim is to provide an eclectic overview of services marketing by including papers that demonstrate the breadth and depth of research in this area, and it reflects the international scope and the strength of the discipline as we enter the new millennium.
Author : Sally Dibb
Publisher : Routledge
ISBN 13 : 1136380507
Total Pages : 378 pages
Book Rating : 4.1/5 (363 download)
Download or read book Marketing Briefs written by Sally Dibb and published by Routledge. This book was released on 2007-06-07 with total page 378 pages. Available in PDF, EPUB and Kindle. Book excerpt: This revised and updated second edition of Marketing Briefs: a revision study guide gives every marketing student the most comprehensive collection of definitive overviews of every key concept in the subject. The text itself is organized into short structured chapters, the Briefs, each including: * Core definitions * A bulleted key point overview * Thorough yet concise explanation of the concept and primary issues * Illustrative examples * A selection of examination style case, essay and applied questions Together these offer a rounded, concise and topical appreciation of each theme within a clear and accessible framework, designed to aid revision. Also included are revision tips and 'golden rules' for tackling examinations, specimen examination papers with answer schemes, and a full glossary of key marketing terms.
Author : Bart Van Looy
Publisher : Pearson Higher Ed
ISBN 13 : 0273732188
Total Pages : 545 pages
Book Rating : 4.2/5 (737 download)
Download or read book Service Management written by Bart Van Looy and published by Pearson Higher Ed. This book was released on 2013-03-07 with total page 545 pages. Available in PDF, EPUB and Kindle. Book excerpt: Over 75% of graduates currently find work in the service industries, but there are very few books that deal specifically with the subject of service management. This edition of Services Management provides a comprehensive insight into the industry and its' importance in today's economies. The book is based on three central strands of services management: customers, employees and operations. The final part of the book addresses the issue of performance management and service strategy. Based on a series of research workshops with academics and practitioners at the Service Management Centre, De Vlerick School of Management, University of Ghent, the authors have produced in-depth case studies and survey research to help students to develop a thorough understanding of the specific challenges and issues of service management today. Services Management is ideal for Service Management students within a Business or Tourism degree, but also of great interest to operations, management, marketing and general business students The full text downloaded to your computer With eBooks you can: search for key concepts, words and phrases make highlights and notes as you study share your notes with friends eBooks are downloaded to your computer and accessible either offline through the Bookshelf (available as a free download), available online and also via the iPad and Android apps. Upon purchase, you'll gain instant access to this eBook. Time limit The eBooks products do not have an expiry date. You will continue to access your digital ebook products whilst you have your Bookshelf installed.
Author : Ricky W. Griffin
Publisher : Cengage AU
ISBN 13 : 017046542X
Total Pages : 61 pages
Book Rating : 4.1/5 (74 download)
Download or read book Organisational Behaviour: Engaging People and Organisations written by Ricky W. Griffin and published by Cengage AU. This book was released on 2023-10-01 with total page 61 pages. Available in PDF, EPUB and Kindle. Book excerpt: Organisational Behaviour: Engaging People and Organisations is the only Organisational Behaviour text in the ANZ market to deliver a unique integrated learning model for the discipline and, incorporate a critical perspective to a mainstream approach. The integrative model takes a robust approach by encompassing five levels of analysis: environment, individual, groups, leadership and organisation and demonstrating how each relates to one another. It teaches a contemporary approach to Organisation Behaviour that aims to understand, rather than control, human behaviour in organisations. This EPAA award-winning resource explores the critical perspective in Organisational Behaviour, providing a more authentic learning experience for students. Instructor Resources include instructor manual, PowerPoints, Testbank and student solution manual.
Author : Carol Nixon
Publisher : Scientific e-Resources
ISBN 13 : 1839473118
Total Pages : 324 pages
Book Rating : 4.8/5 (394 download)
Download or read book Global Human Resource Management written by Carol Nixon and published by Scientific e-Resources. This book was released on 2019-06-02 with total page 324 pages. Available in PDF, EPUB and Kindle. Book excerpt: Global Human Resource Management therefore is a very challenging front in Human Resource Management. If one is able to strike the right chord in designing structures and controls, the job is half done. Subsidiaries are held together by Global Human Resource Management, different subsidiaries can function operate coherently only when it is enabled by efficient structures and controls. Globally, the corporate experts are putting in their best efforts to research, renovate and redefine the tools, techniques and concepts of business management to provide customized services and improve the efficiency level of employees. Apart from these tolls, techniques and concepts of business management, there is a need to understand other things that can strengthen professional acumen and can improve competencies. The new millennium prompts us to take a hard look at what all has gone by, what is the scenario today and what needs to be changed to meet the new demands of the future. Therefore, the human resource function will be to survive, cope and adapt in the turbulent environment along with their primary aim of working for an all-round development of our most important resource 'The Human Being'. This book is an aims in bringing the field closer together by illustrating and analysing some of the analytic and practical links between the two. We do not seek to submerge the distinctive and different contributions from industry and marketing management makes to our understanding of management of human resource and organisation.
Author : Teresa Swartz
Publisher : SAGE
ISBN 13 : 9780761916123
Total Pages : 538 pages
Book Rating : 4.9/5 (161 download)
Download or read book Handbook of Services Marketing and Management written by Teresa Swartz and published by SAGE. This book was released on 2000 with total page 538 pages. Available in PDF, EPUB and Kindle. Book excerpt: This is a comprehensive, practical and theoretical guide to the latest thinking in the foundations of services. The authors present contributions from the world''s leading experts on services marketing and management.'
Author : Peter Prevos
Publisher : IWA Publishing
ISBN 13 : 1780408668
Total Pages : 220 pages
Book Rating : 4.7/5 (84 download)
Download or read book Customer Experience Management for Water Utilities written by Peter Prevos and published by IWA Publishing. This book was released on 2017-10-15 with total page 220 pages. Available in PDF, EPUB and Kindle. Book excerpt: Customer Experience Management for Water Utilities presents a practical framework for water utilities to become more focussed on their customers. This framework is founded on Service-Dominant Logic, a contemporary theory of marketing that explains value creation as a process of co-creation between the customer and the service provider. Standard models for marketing do not apply to monopolistic water utilities without modification. The first two chapters develop a marketing mix tailored to water utilities to assist them with providing customer-centric services. The water utility marketing mix includes the value proposition, internal marketing, service quality and customer relationships. he book discusses the four dimensions of the marketing mix. Chapter three presents a template for developing value propositions to assist water utilities in positioning their service. This model is based on the needs and wants of individual customer segments and the type of service. Chapter four discusses internal marketing, activities designed to improve the way utilities add value for customers. This chapter also analyses potential tensions between engineering and science-oriented employees and proposes methods to resolve these tensions. The final chapters describe customer relationships from both a theoretical and practical perspective. The customer experience is a complex phenomenon that is difficult to quantify. The book provides a method to measure the experience of the customer, based on service quality theory and psychometric statistics. Customer Experience Management for Water Utilities is one of the first books that discusses urban water supply from a marketing perspective. This perspective provides a unique insight into an industry which is often dominated by technological concerns. This book is a valuable resource for Water Utility Managers and Regulators, as well as for Marketing Consultants seeking to assist water utilities to become more customer focussed.
Author : Hans Kasper
Publisher :
ISBN 13 :
Total Pages : 776 pages
Book Rating : 4.0/5 ( download)
Download or read book Services Marketing Management written by Hans Kasper and published by . This book was released on 1999-07-27 with total page 776 pages. Available in PDF, EPUB and Kindle. Book excerpt: Services Marketing Management An International Perspective Services Marketing Management provides students with an understanding of services marketing in an international context. Based on the authors' views about the essence of marketing in concepts such as market orientation, long-term relationships, quality and, ultimately, satisfaction, this unique book includes the latest developments in Europe, Northern America and Australasia. The text is built around four themes: * The fundamentals of services marketing management * A new classification of services based on an extensive overview of existing classifications * The definition of four new types of services * The increasing trend to the internationalization of services The benefits of this book are threefold, the reader will: have an understanding of services marketing management in both a national and an international context; be able to manage a market-oriented service organization; and be able to deliver excellent service quality leading to long-term relationships with customers and employees. Numerous examples illustrate key points discussed in the text and each chapter concludes with a case study.
Author : Joe Reif
Publisher : World Trade Press
ISBN 13 : 9781885073419
Total Pages : 196 pages
Book Rating : 4.0/5 (734 download)
Download or read book Services--the Export of the 21st Century written by Joe Reif and published by World Trade Press. This book was released on 1997 with total page 196 pages. Available in PDF, EPUB and Kindle. Book excerpt: U.S. exports of financial, entertainment, architectural, accounting, computer, and other services have more than doubled in the last seven years. Specifically addressing the needs of service exporters, this book covers issues such as marketing services vs. merchandise, market research, export financing, international payments, breaking trade barriers, and more. Also included is a series of 20 industry-specific articles that give the how-to and where-to for exporting specific services.
Author : Gavriel Salvendy
Publisher : John Wiley & Sons
ISBN 13 : 9780471330578
Total Pages : 2846 pages
Book Rating : 4.3/5 (35 download)
Download or read book Handbook of Industrial Engineering written by Gavriel Salvendy and published by John Wiley & Sons. This book was released on 2001-05-25 with total page 2846 pages. Available in PDF, EPUB and Kindle. Book excerpt: Unrivaled coverage of a broad spectrum of industrial engineering concepts and applications The Handbook of Industrial Engineering, Third Edition contains a vast array of timely and useful methodologies for achieving increased productivity, quality, and competitiveness and improving the quality of working life in manufacturing and service industries. This astoundingly comprehensive resource also provides a cohesive structure to the discipline of industrial engineering with four major classifications: technology; performance improvement management; management, planning, and design control; and decision-making methods. Completely updated and expanded to reflect nearly a decade of important developments in the field, this Third Edition features a wealth of new information on project management, supply-chain management and logistics, and systems related to service industries. Other important features of this essential reference include: * More than 1,000 helpful tables, graphs, figures, and formulas * Step-by-step descriptions of hundreds of problem-solving methodologies * Hundreds of clear, easy-to-follow application examples * Contributions from 176 accomplished international professionals with diverse training and affiliations * More than 4,000 citations for further reading The Handbook of Industrial Engineering, Third Edition is an immensely useful one-stop resource for industrial engineers and technical support personnel in corporations of any size; continuous process and discrete part manufacturing industries; and all types of service industries, from healthcare to hospitality, from retailing to finance. Of related interest . . . HANDBOOK OF HUMAN FACTORS AND ERGONOMICS, Second Edition Edited by Gavriel Salvendy (0-471-11690-4) 2,165 pages 60 chapters "A comprehensive guide that contains practical knowledge and technical background on virtually all aspects of physical, cognitive, and social ergonomics. As such, it can be a valuable source of information for any individual or organization committed to providing competitive, high-quality products and safe, productive work environments."-John F. Smith Jr., Chairman of the Board, Chief Executive Officer and President, General Motors Corporation (From the Foreword)
Author : Tom Redman
Publisher : Financial Times/Prentice Hall
ISBN 13 : 9781405811156
Total Pages : pages
Book Rating : 4.8/5 (111 download)
Download or read book Management and Organisational Behaviour written by Tom Redman and published by Financial Times/Prentice Hall. This book was released on 2004-09-16 with total page pages. Available in PDF, EPUB and Kindle. Book excerpt: This Multi Pack consists of Management and Organisational Behaviour, 7th Edition, by Laurie Mullins (ISBN: 0273688766) and Contemporary Human Resource Management by Tom Redman, Adrian Wilkinson (ISBN: 020159613X) Management and Organisational Behaviour takes a managerial approach, demonstrating the application of behavioural science within the workplace, this text emphasises the role of management as a core integrating activity. This long established market leader has set standards that few texts have met in terms of accessibility of writing style and clarity of presentation, by making unfamiliar theory relevant, easily understood and logically applied to the world of work. Contemporary Human Resource Management provides a thought provoking, critical, yet accessible introduction to Human Resource Management. The book is divided into two parts; the first part, Fundamentals of HRM, provides an analysis of the core elements of HR practice, whilst the second part, Contemporary Themes and Issuesaddresses key areas of rising importance in HRM practice. Each chapter provides a critical review of the topic bringing together theoretical and empirical material in a clear and engaging manner, and is accompanied by a combination of case studies, role-plays and exercises for students. The emphasis is on analysis and insight, but at the same time the authors look at the implications of HRM research and theory development for practice.
