Service Excellence In Organizations Volume Ii

Service Excellence In Organizations Volume Ii Book in PDF, ePub and Kindle version is available to download in english. Read online anytime anywhere directly from your device. Click on the download button below to get a free pdf file of Service Excellence In Organizations Volume Ii book. This book definitely worth reading, it is an incredibly well-written.

Service Excellence in Organizations, Volume II

Fiona Urquhart
Service Excellence in Organizations Volume II Book PDF

Author : Fiona Urquhart
Publisher : Business Expert Press
Page : 98 pages
File Size : 53,9 Mb
Release : 2019-06-03
Category : Business & Economics
ISBN : 9781949991185

Get Book

Service Excellence in Organizations, Volume II by Fiona Urquhart Pdf

This book explores the basic tenets of service excellence, opening to distinguish customer service from service excellence, and explore the driving aspects of strategy and philosophy. The brand promise to customers creates expectations; hooks targeted and segmented customers into a relationship. Service operations deliver expectations, delight, or on occasion, disappointment, and marketing responds to create loyalty, further delight, or recover the relationship. Freshness of product or service offering, the injection of a characterful sense of fun, and sensitive personalization of service combine to deliver an authentic, pleasurable and memorable service experience prompting much sought loyalty and advocacy. In turn, staff are happy, profits rise and the organization has long-term sustainability. The first volume offers some theoretical background, while the second suggests mechanisms, tools, and techniques to help embed to excellence as the foundation of value that the organization delivers. Both contain practical examples and a self-assessment diagnostic tool to identify organizational areas of strength, and aspects to improve.

Service Excellence in Organizations, Volume I

Fiona Urquhart
Service Excellence in Organizations Volume I Book PDF

Author : Fiona Urquhart
Publisher : Business Expert Press
Page : 99 pages
File Size : 49,9 Mb
Release : 2019-06-03
Category : Business & Economics
ISBN : 9781631577024

Get Book

Service Excellence in Organizations, Volume I by Fiona Urquhart Pdf

This book explores the basic tenets of service excellence, opening to distinguish customer service from service excellence, and explore the driving aspects of strategy and philosophy. The brand promise to customers creates expectations; hooks targeted and segmented customers into a relationship. Service operations deliver expectations, delight, or on occasion, disappointment, and marketing responds to create loyalty, further delight, or recover the relationship. Freshness of product or service offering, the injection of a characterful sense of fun, and sensitive personalization of service combine to deliver an authentic, pleasurable and memorable service experience prompting much sought loyalty and advocacy. In turn, staff are happy, profits rise and the organization has long-term sustainability. The first volume offers some theoretical background, while the second suggests mechanisms, tools, and techniques to help embed to excellence as the foundation of value that the organization delivers. Both contain practical examples and a self-assessment diagnostic tool to identify organizational areas of strength, and aspects to improve.

Service Excellence

Ruth N. Bolton
Service Excellence Book PDF

Author : Ruth N. Bolton
Publisher : Business Expert Press
Page : 207 pages
File Size : 55,7 Mb
Release : 2016-04-18
Category : Business & Economics
ISBN : 9781631573729

Get Book

Service Excellence by Ruth N. Bolton Pdf

The Customer Experience is the sensory, cognitive, emotional, social and behavioral dimensions of all activities that connect the customer and the organization over time across touch points and channels. It encompasses all activities involving the customer where the organization is the focal object, including pre-purchase activities (such as exposure to a website ad), and purchase, consumption, and engagement behaviors (blogging, sharing photos). This book analyzes the challenges of creating excellent customer experiences, including the management of technology and new media. It describes how customers co-produce and co-create their experiences, and how these activities influence business revenues and costs. The book takes a deep dive into the psychology of customers, revealing the conceptual building blocks of customer experiences and how they build relationships over time. These ideas provide a business perspective on how to manage relationships with customers to generate cash flows and profitability, including the role of pricing.

Business Success Through Service Excellence

Moira Clark,Susan Baker
Business Success Through Service Excellence Book PDF

Author : Moira Clark,Susan Baker
Publisher : Routledge
Page : 212 pages
File Size : 45,7 Mb
Release : 2007-03-30
Category : Business & Economics
ISBN : 9781136423130

Get Book

Business Success Through Service Excellence by Moira Clark,Susan Baker Pdf

The text is aimed at CEOs and all executive management, however the scope of the material will engage the entire organization. The authors identify the key ingredients of service excellence and show how leading companies have achieved success. Each chapter begins with a review of the key components of service excellence followed by two mini exemplar case studies that highlight how those companies have achieved success in that particular area. An introductory chapter proposes a framework based on the Unisys model that shows how companies can become customer centric, and a final chapter takes an integrative approach and features a case study from the overall winners of the Awards to highlight how this company has achieved success. An additional feature of the book is the service excellence questionnaire. Purchasers of the book are able to go online to complete the questionnaire and submit it to establish their competitive benchmark against other companies in both the same sector and across different sectors. A web site accompanies the book where updates on the category winners are featured to ensure that current information is always available.

Obtaining Value from Big Data for Service Systems, Volume II

Stephen H. Kaisler,Frank Armour,J. Alberto Espinosa,William H. Money
Obtaining Value from Big Data for Service Systems Volume II Book PDF

Author : Stephen H. Kaisler,Frank Armour,J. Alberto Espinosa,William H. Money
Publisher : Business Expert Press
Page : 153 pages
File Size : 49,5 Mb
Release : 2019-06-03
Category : Business & Economics
ISBN : 9781949991475

Get Book

Obtaining Value from Big Data for Service Systems, Volume II by Stephen H. Kaisler,Frank Armour,J. Alberto Espinosa,William H. Money Pdf

Volume II of this series discusses the technology used to implement a big data analysis capability within a service-oriented organization. It discusses the technical architecture necessary to implement a big data analysis capability, some issues and challenges in big data analysis and utilization that an organization will face, and how to capture value from it. It will help readers understand what technology is required for a basic capability and what the expected benefits are from establishing a big data capability within their organization.

The Toyota Way to Service Excellence: Lean Transformation in Service Organizations

Jeffrey K. Liker,Karyn Ross
The Toyota Way to Service Excellence Lean Transformation in Service Organizations Book PDF

Author : Jeffrey K. Liker,Karyn Ross
Publisher : McGraw Hill Professional
Page : 304 pages
File Size : 55,8 Mb
Release : 2016-09-23
Category : Business & Economics
ISBN : 9781259641114

Get Book

The Toyota Way to Service Excellence: Lean Transformation in Service Organizations by Jeffrey K. Liker,Karyn Ross Pdf

The world’s bestselling Lean expert shows service-based organizations how to go Lean, gain value, and get results—The Toyota Way. A must-read for service professionals of every level, this essential book takes the proven Lean principles of the bestselling Toyota Way series and applies them directly to the industries where quality of service is crucial for success. Jeff Liker and Karyn Ross show you how to develop Lean practices throughout your organization using the famous 4P model. Whether you are an executive, manager, consultant, or frontline worker who deals with customers every day, you’ll learn how take advantage of all Lean has to offer. With this book as your guide, you’ll gain a clear understanding of Lean and discover the principles, practices and tools needed to develop people and processes that surprise and delight each of your customers. These ground-tested techniques are designed to help you make continuous improvements in your services, streamline your operations, and add ever-increasing value to your customers. Fascinating case studies of Lean-driven success in a range of service industries, including healthcare, insurance, financial services, and telecommunications, illustrate that Lean principles and practices work as well in services as they do in manufacturing. Drawn from original research and real-world examples, The Toyota Way to Service Excellence will help you make the leap to Lean.

Designing Service Processes to Unlock Value, Third Edition

Joy M. Field
Designing Service Processes to Unlock Value Third Edition Book PDF

Author : Joy M. Field
Publisher : Business Expert Press
Page : 208 pages
File Size : 40,6 Mb
Release : 2020-12-16
Category : Business & Economics
ISBN : 9781953349279

Get Book

Designing Service Processes to Unlock Value, Third Edition by Joy M. Field Pdf

Designing Service Processes to Unlock Value explores how service processes can be designed to leverage the expanding range of opportunities for service providers and customers to co-create value. The service process design landscape is changing, with many of the previous limitations disappearing on how and by whom services are delivered. Opportunities for new service design configurations are being supported, to a large extent, by technology-enabled innovations; many tasks previously performed by the service provider may now be performed by either the customer or the service provider. As a result, customers are playing a more active role in the service process, not only through self-service but also by providing information to the service provider to create a more personalized service experience. Designing Service Processes to Unlock Value explores how service processes can be designed to leverage the expanding range of opportunities for service providers and customers to co-create value. Readers will learn about frameworks for value co-creation and models for designing all types of service processes, as well as the unique challenges of designing knowledge-intensive services. And with the growing number of alternatives for designing service processes and determining who performs the various service tasks, service performance outcomes are increasingly dependent on the knowledge, skills, and abilities—that is, capabilities—of both service providers and customers. Thus, the book concludes with approaches to unlock these capabilities–and further boost value co-creation.

Hidden Challenges

Elizabeth Florent Treacy,Theo van Iperen,James Hennessy,Fernanda Pomin,Ross Emerson,Ricardo Senerman
Hidden Challenges Book PDF

Author : Elizabeth Florent Treacy,Theo van Iperen,James Hennessy,Fernanda Pomin,Ross Emerson,Ricardo Senerman
Publisher : Business Expert Press
Page : 235 pages
File Size : 47,6 Mb
Release : 2022-10-10
Category : Business & Economics
ISBN : 9781637423080

Get Book

Hidden Challenges by Elizabeth Florent Treacy,Theo van Iperen,James Hennessy,Fernanda Pomin,Ross Emerson,Ricardo Senerman Pdf

Going far beyond a purely rational-structural way of looking at change in organizations, this book contributes well researched insights into often-overlooked organizational blind spots. The authors share their own experiences in clear and accessible language, exploring recovery from cumulative crises; nostalgia and postalgia; victimization of leaders; dealing with narcissistic leaders; and a writing process for reducing anxiety through self-reflection. Anyone who works in an organization—large or small—will gain new perspectives on the most difficult challenge of all: understanding human behavior in times of change.

Compassion-Driven Innovation

Nicole Reineke,Debra Slapak,Hanna Yehuda
Compassion Driven Innovation Book PDF

Author : Nicole Reineke,Debra Slapak,Hanna Yehuda
Publisher : Business Expert Press
Page : 209 pages
File Size : 40,8 Mb
Release : 2022-01-04
Category : Business & Economics
ISBN : 9781637421628

Get Book

Compassion-Driven Innovation by Nicole Reineke,Debra Slapak,Hanna Yehuda Pdf

This book is for pathfinders— product, services, business, and nonprofit managers searching for ways to reach beyond the artificial barriers that constrain innovation and make “work” harder. Inspired by real life trailblazers and their own experiences, the authors decode the secrets of achieving breakthrough success at both organizational and interpersonal levels. Learn to use their methodology with the help of checklists and detailed examples that will transform your thinking and skills.

Uncommon Service

Frances X. Frei,Frances Frei,Anne Morriss
Uncommon Service Book PDF

Author : Frances X. Frei,Frances Frei,Anne Morriss
Publisher : Harvard Business Press
Page : 262 pages
File Size : 45,7 Mb
Release : 2012
Category : Customer relations
ISBN : 9781422133316

Get Book

Uncommon Service by Frances X. Frei,Frances Frei,Anne Morriss Pdf

Offers an organizational design model for service organizations, covering such topics as funding mechanisms, employee management systems, and customer management systems.

Unleashing Excellence

Dennis Snow,Teri Yanovitch
Unleashing Excellence Book PDF

Author : Dennis Snow,Teri Yanovitch
Publisher : John Wiley & Sons
Page : 261 pages
File Size : 45,6 Mb
Release : 2009-11-16
Category : Business & Economics
ISBN : 9780470503805

Get Book

Unleashing Excellence by Dennis Snow,Teri Yanovitch Pdf

A step-by-step guide to designing and implementing an amazing customer service culture In today's competitive business environment, keeping customers happy is the key to long-term success. But some businesses provide much better customer service than others. It's not always clear what works and what doesn't, and implementing new customer service practices midstream can be a difficult, chaotic task. Business leaders who want to transform their business culture into one of customer service excellence need reliable, proven guidance. Unleashing Excellence gives you practical tools and step-by-step guidance tailored to your company's individual customer service needs. It shows you how to navigate your teams through every step of the implementation process to achieve true customer service excellence. The book covers the training and education of your group, how to measure the quality of your service, how to build a culture of personal accountability, and how to recognize excellence and reward it. Fully revised to include updated information on the latest tools and best practices, as well as the stories and lessons learned from those organizations that have used the process described in the book. Offers proven best practices for designing and implementing an excellent customer service culture Simple format divides content into nine "leadership actions" that guide you through a step-by-step process Shows you how to build a common customer service vision for your entire organization Customer service is vital to the survival of your business. If you want to move your organization's customer service practices from good to great, Unleashing Excellence is the key.

Achieving Service Excellence

C. M. Chang
Achieving Service Excellence Book PDF

Author : C. M. Chang
Publisher : Business Expert Press
Page : 146 pages
File Size : 52,9 Mb
Release : 2013-11-20
Category : Business & Economics
ISBN : 9781606495452

Get Book

Achieving Service Excellence by C. M. Chang Pdf

As the service sectors play an increasingly important role in all economies worldwide, service executives and professionals are well advised to recognize two main pathways to achieving sustainable success in services. The first path requires enhancing the strategic differentiation and operational excellence of their service enterprises; the second requires that these executives and their employees develop the knowledge and skills needed to achieve such success. Specifically, this book discusses actionable methodologies needed to generate creative ideas, including deciding on which ones to pursue; on how to justify projects financially; on how to manage the development projects for innovative services; and on how to reach out to customers and offer them superior service support.

Service Excellence in Tourism and Hospitality

K. Thirumaran,Dirk Klimkeit,Chun Meng Tang
Service Excellence in Tourism and Hospitality Book PDF

Author : K. Thirumaran,Dirk Klimkeit,Chun Meng Tang
Publisher : Springer Nature
Page : 222 pages
File Size : 44,8 Mb
Release : 2021-01-20
Category : Business & Economics
ISBN : 9783030576943

Get Book

Service Excellence in Tourism and Hospitality by K. Thirumaran,Dirk Klimkeit,Chun Meng Tang Pdf

Service operations management in the tourism and hospitality industry requires a high level of coordination, communication and facilitation to satisfy visitors. In all of these activities, service excellence means a lot to visitors in terms of their experience, and to the business it means repeat customers and word-of-mouth marketing. Based on fresh empirical evidence from the field, this book captures the different approaches and challenges to service excellence in the Asian tourism and hospitality industry. Focusing on hotels, attractions, transport providers and other segments in tourism and hospitality, this book presents new case studies underlining and detailing global and local travel industry practices. The book is meant as a reference and supplementary reading for students, researchers and industry practitioners.

The Leadership Book of Numbers, Volume 2

Theo Gilbert-Jamison
The Leadership Book of Numbers Volume 2 Book PDF

Author : Theo Gilbert-Jamison
Publisher : AuthorHouse
Page : 128 pages
File Size : 47,9 Mb
Release : 2012-07-11
Category : Business & Economics
ISBN : 9781477208922

Get Book

The Leadership Book of Numbers, Volume 2 by Theo Gilbert-Jamison Pdf

This book is great required reading for anyone who desires to learn how to be a more effective leader. It is intended to inspire, provide vital how-tos, and to shape the mindset for building and retaining a highly effective team, committed and dedicated to achieving the key priorities of the organization. In a clever, practical style, The Leadership Book of Numbers (Volume 2) will help you resolve these dilemmas and many others: What is my role as a leader in creating and sustaining a culture of service excellence? What are the seven signs of a bad boss, and how do I overcome them? How do I hold my staff accountable for driving excellence? How can I drive excellence with I am working with a lean staff? How do I gain the support of my C-Level and earn their respect? How do I engage my staff to anticipate the unexpressed wishes and needs of the customer? How do I confront unacceptable behavior with confidence, professionalism, and finesse? How do I foster an environment where the focus on internal customer service is as intense as our emphasis on excellent external customer service? As a leader, what are some common things I should never assume or take for granted? How do I foster and environment where employees are empowered to resolve customer problems and exceed their expectations? What is the key to creating a memorable experience for every customer? Theo has spent a decade working with organizations to implement effective leadership practices that lead to employee self-accountability, self-motivation, and self-worth. For more information about Theo Gilbert-Jamison and her firm, Performance Solutions by Design, please visit our website www.psbydesign.com

Handbook of Service Science, Volume II

Paul P. Maglio,Cheryl A. Kieliszewski,James C. Spohrer,Kelly Lyons,Lia Patrício,Yuriko Sawatani
Handbook of Service Science Volume II Book PDF

Author : Paul P. Maglio,Cheryl A. Kieliszewski,James C. Spohrer,Kelly Lyons,Lia Patrício,Yuriko Sawatani
Publisher : Springer
Page : 845 pages
File Size : 48,6 Mb
Release : 2018-10-16
Category : Business & Economics
ISBN : 9783319985121

Get Book

Handbook of Service Science, Volume II by Paul P. Maglio,Cheryl A. Kieliszewski,James C. Spohrer,Kelly Lyons,Lia Patrício,Yuriko Sawatani Pdf

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.