The Science Of Service

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The Science of Service

Mark Colgate
The Science of Service Book PDF

Author : Mark Colgate
Publisher : Page Two
Page : 0 pages
File Size : 48,5 Mb
Release : 2018-09-18
Category : Business & Economics
ISBN : 9781989025062

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The Science of Service by Mark Colgate Pdf

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.

Service Science

Mark S. Daskin
Service Science Book PDF

Author : Mark S. Daskin
Publisher : John Wiley & Sons
Page : 628 pages
File Size : 50,8 Mb
Release : 2011-07-15
Category : Mathematics
ISBN : 9780470877869

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Service Science by Mark S. Daskin Pdf

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.

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

Kosaka, Michitaka
Progressive Trends in Knowledge and System Based Science for Service Innovation Book PDF

Author : Kosaka, Michitaka
Publisher : IGI Global
Page : 511 pages
File Size : 40,5 Mb
Release : 2013-10-31
Category : Business & Economics
ISBN : 9781466646643

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

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.

Handbook of Service Science

Paul P. Maglio,Cheryl A. Kieliszewski,James C. Spohrer
Handbook of Service Science Book PDF

Author : Paul P. Maglio,Cheryl A. Kieliszewski,James C. Spohrer
Publisher : Springer Science & Business Media
Page : 758 pages
File Size : 40,8 Mb
Release : 2010-06-14
Category : Business & Economics
ISBN : 9781441916280

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Handbook of Service Science by Paul P. Maglio,Cheryl A. Kieliszewski,James C. Spohrer Pdf

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 and the Information Professional

Yvonne de Grandbois
Service Science and the Information Professional Book PDF

Author : Yvonne de Grandbois
Publisher : Chandos Publishing
Page : 136 pages
File Size : 43,6 Mb
Release : 2013-10-31
Category : Computers
ISBN : 9781780633138

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Service Science and the Information Professional by Yvonne de Grandbois Pdf

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

The Science of Service Systems

Haluk Demirkan,James C. Spohrer,Vikas Krishna
The Science of Service Systems Book PDF

Author : Haluk Demirkan,James C. Spohrer,Vikas Krishna
Publisher : Springer Science & Business Media
Page : 374 pages
File Size : 50,7 Mb
Release : 2011-04-20
Category : Business & Economics
ISBN : 9781441982704

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The Science of Service Systems by Haluk Demirkan,James C. Spohrer,Vikas Krishna Pdf

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.

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 : 43,9 Mb
Release : 2018-10-16
Category : Business & Economics
ISBN : 9783319985121

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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.

Service Design and Delivery

Mairi Macintyre,Glenn Parry,Jannis Angelis
Service Design and Delivery Book PDF

Author : Mairi Macintyre,Glenn Parry,Jannis Angelis
Publisher : Springer Science & Business Media
Page : 188 pages
File Size : 41,5 Mb
Release : 2011-04-02
Category : Business & Economics
ISBN : 9781441983213

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Service Design and Delivery by Mairi Macintyre,Glenn Parry,Jannis Angelis Pdf

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.

Service Science

Robin G. Qiu
Service Science Book PDF

Author : Robin G. Qiu
Publisher : John Wiley & Sons
Page : 338 pages
File Size : 42,9 Mb
Release : 2014-07-03
Category : Technology & Engineering
ISBN : 9781118551851

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Service Science by Robin G. Qiu Pdf

Features coverage of the service systems lifecycle, including service marketing, engineering, delivery, quality control, management, and sustainment Featuring an innovative and holistic approach, Service Science: The Foundations of Service Engineering and Management provides a new perspective of service research and practice. The book presents a practical approach to the service systems lifecycle framework, which aids in understanding and capturing market trends; analyzing the design and engineering of service products and delivery networks; executing service operations; and controlling and managing the service lifecycles for competitive advantage. Utilizing a combined theoretical and practical approach to discuss service science, Service Science: The Foundations of Service Engineering and Management features: Case studies to illustrate how the presented theories and design principles are applied in practice to the definitions of fundamental service laws, including service interaction and socio-technical natures Computational thinking and system modeling such as abstraction, digitalization, holistic perspectives, and analytics Plentiful examples of service organizations such as education services, global project management networks, and express delivery services An interdisciplinary emphasis that includes integrated approaches from the fields of mathematics, engineering, industrial engineering, business, operations research, and management science A detailed analysis of the key concepts and body of knowledge for readers to master the foundations of service management Service Science: The Foundations of Service Engineering and Management is an ideal reference for practitioners in the contemporary service engineering and management field as well as researchers in applied mathematics, statistics, business/management science, operations research, industrial engineering, and economics. The book is also appropriate as a text for upper-undergraduate and graduate-level courses in industrial engineering, operations research, and management science as well as MBA students studying service management.

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

Delener, N.
Service Science Research Strategy and Innovation Dynamic Knowledge Management Methods Book PDF

Author : Delener, N.
Publisher : IGI Global
Page : 732 pages
File Size : 55,8 Mb
Release : 2012-01-31
Category : Business & Economics
ISBN : 9781466600782

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

"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, Management and Engineering

Bill Hefley,Wendy Murphy
Service Science Management and Engineering Book PDF

Author : Bill Hefley,Wendy Murphy
Publisher : Springer Science & Business Media
Page : 388 pages
File Size : 49,5 Mb
Release : 2008-01-08
Category : Business & Economics
ISBN : 9780387765785

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Service Science, Management and Engineering by Bill Hefley,Wendy Murphy Pdf

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.

Science and Service Learning

Jane L. Newman,Dennis W. Sunal,Cynthia S Sunal
Science and Service Learning Book PDF

Author : Jane L. Newman,Dennis W. Sunal,Cynthia S Sunal
Publisher : IAP
Page : 255 pages
File Size : 43,8 Mb
Release : 2016-12-01
Category : Education
ISBN : 9781681237381

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Science and Service Learning by Jane L. Newman,Dennis W. Sunal,Cynthia S Sunal Pdf

"The goal of Volume VII of Research in Science Education is to examine the relationship between science inquiry and service learning. Its primary intent is to bridge the gaps between research and practice. The volume is meant to be useful to science and service-learning researchers and practitioners such as teachers and administrators because it provides information about strategies to integrate service-learning into the science curriculum and instruction."--Publisher's website.

Service Intelligence and Service Science: Evolutionary Technologies and Challenges

Leung, Ho-fung,Chiu, Dickson K.W.,Hung, Patrick C.K.
Service Intelligence and Service Science Evolutionary Technologies and Challenges Book PDF

Author : Leung, Ho-fung,Chiu, Dickson K.W.,Hung, Patrick C.K.
Publisher : IGI Global
Page : 332 pages
File Size : 40,8 Mb
Release : 2010-09-30
Category : Computers
ISBN : 9781615208203

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Service Intelligence and Service Science: Evolutionary Technologies and Challenges by Leung, Ho-fung,Chiu, Dickson K.W.,Hung, Patrick C.K. Pdf

"This book presents the emerging fields of service intelligence and service science, positioning them as the most promising directions for the evolution of service computing, demonstrating the critical role such areas play in supporting service computing processes"--Provided by publisher.

Exploring Service Science

Henriqueta Nóvoa,Monica Drăgoicea,Niklas Kühl
Exploring Service Science Book PDF

Author : Henriqueta Nóvoa,Monica Drăgoicea,Niklas Kühl
Publisher : Springer Nature
Page : 403 pages
File Size : 54,9 Mb
Release : 2020-01-27
Category : Computers
ISBN : 9783030387242

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Exploring Service Science by Henriqueta Nóvoa,Monica Drăgoicea,Niklas Kühl Pdf

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.

Service Science

John Maleyeff
Service Science Book PDF

Author : John Maleyeff
Publisher : Routledge
Page : 0 pages
File Size : 48,6 Mb
Release : 2020-08-03
Category : Business & Economics
ISBN : 9781000075366

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Service Science by John Maleyeff Pdf

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.