Basic Service Management

  • Filename: basic-service-management.
  • ISBN: 9780958296939
  • Release Date: 2011-08-01
  • Number of pages: 64
  • Author: Rob England
  • Publisher: Lulu.com



Service Management is the potent idea that could change your business. This useful little book is a pocket guide on how to operate any enterprise, described from the point of view of the services it delivers. After all, delivery is what success is all about. It describes the basics, in realistic pragmatic terms. And it is brief - we limited ourselves to 50 pages. Whether you are in manufacturing, trades, retail, IT, not-for-profit...; whether you provide service internally to the rest of your organisation or externally to paying customers; whether you work anywhere from a small business to a government department; this book introduces you to service management. It will get you started, get you up and running, and it will set you on the path to the advanced concepts if that is where you need to be.

Service Management

  • Filename: service-management.
  • ISBN: 027373203X
  • Release Date: 2013
  • Number of pages: 505
  • Author: Bart Van Looy
  • Publisher: Financial Times/Prentice Hall



After looking at the specific nature of services and the peculiarities of managing services, the three sides of service management are discussed extensively in this book. Concepts and frameworks are followed by case studies and examples.

Service Management and Marketing

  • Filename: service-management-and-marketing.
  • ISBN: 0669200352
  • Release Date: 1990-01-01
  • Number of pages: 298
  • Author: Christian Grönroos
  • Publisher: Jossey-Bass



Gronroos (international and industrial marketing, Swedish School of Economics and Business Administration in Finland) examines the nature of market-oriented management and analyzes the impact that service- dominated competition has had and will continue to have on management thinking and decision making. He includes practical advice on how to cope with specific situations relative to the consumptive process. Annotation copyrighted by Book News, Inc., Portland, OR

Service Management

  • Filename: service-management.
  • ISBN: 0073122580
  • Release Date: 2005-01-01
  • Number of pages: 605
  • Author: James A. Fitzsimmons
  • Publisher: Irwin Professional Pub



Balances conceptual and applied coverage of various aspects of the management and operation of services. This work is designed to develop students' skills in both strategic and operational issues pertaining to services. It includes student CD-ROM and Website that includes self-test quizzes, video clips, ServiceModel Software, and more.

Service Management And Marketing Customer Management In Service Competition 3Rd Ed

  • Filename: service-management-and-marketing-customer-management-in-service-competition-3rd-ed.
  • ISBN: 8126512873
  • Release Date: 2007-06-01
  • Number of pages: 496
  • Author: Christian Grönroos
  • Publisher: John Wiley & Sons



This is the third edition of a very successful book written by one of the leading writers and researchers in services marketing and management. Alongside the greater emphasis on the relationship approach to services marketing, this book provides a thorough update of various researches from the services marketing and relationship marketing field. It also includes new material on service recovery along with an in depth discussion of the basic ground rules and objectives of marketing. · The Service And Relationship Imperative: Managing In Service Competition · Managing Customer Relationships: An Alternative Paradigm In Management And Marketing · The Nature Of Services And Service Consumption, And Its Marketing Consequences · Service And Relationship Quality · Quality Management In Services · Return On Service And Relationships · Managing The Augmented Service Offering · Service Management Principles · Managing Productivity In Service Organizations · Managing Marketing Or Market-Oriented Management · Managing Integrated Marketing Communication And Total Communication · Managing Brand Relationships And Image · Customer-Focused Organization: Structure, Resources And Service Processes · Managing Internal Marketing: A Prerequisite For Successful Customer Management · Managing Service Culture: The Internal Service Imperative · Transforming A Manufacturing Firm Into A Service Business · Conclusions: Managing Services And Relationships

Architecture Patterns for IT Service Management Resource Planning and Governance

  • Filename: architecture-patterns-for-it-service-management-resource-planning-and-governance.
  • ISBN: 9780123850171
  • Release Date: 2011
  • Number of pages: 439
  • Author: Charles T. Betz
  • Publisher: Elsevier



Machine generated contents note: Part I: The IT Value Chain 1. Introduction: Shoes for the Cobbler's Child 2. Understanding IT Value: it's all about the outcome 3. The IT capabilities Part II: Supporting the IT value chain 4.A supporting data architecture 5. A supporting systems architecture 6. Patterns for IT Enablement 7. Conclusion .

Health Care Service Management

  • Filename: health-care-service-management.
  • ISBN: 0702171638
  • Release Date: 2006
  • Number of pages: 562
  • Author: Marie Eloïse Muller
  • Publisher: Juta and Company Ltd



This 2nd edition covers all the generic topics of management. The aim of this book is to give students a general overview of management, focusing on leadership and the implications of leadership. These principles are every organisation's keys to surviving in the new economy.

Food Service Management

  • Filename: food-service-management.
  • ISBN: 9781601380241
  • Release Date: 2008
  • Number of pages: 288
  • Author: Bill Wentz
  • Publisher: Atlantic Publishing Company



Many of us have endured a stint in food service, whether it was our first venture into the working world or served as a part-time job strictly for extra income. For the majority of us, there was never any intention of pursuing it as a career. However, the fast pace and interaction with a variety of people delights some, and they develop an enthusiastic attitude toward the business. These people often understand the sound fundamentals of food preparation, appreciate the value of personal service, and possess excellent people skills. But there is much more to the world of food service and food service management. This book reveal all the hidden facets of this fast-paced business and show you how to succeed as a food service manager. The author, Bill Wentz, speaks from experience, making his advice that much more valuable. Wentz truly understands the industry and shares the priceless experiences he had and lessons he learned throughout his career. In this book, you will learn if a food service career is right for you, the many opportunities available in the industry, and where to go for the best training. Food service managers will learn how to predict food costs, how to achieve profit goals, how to conduct recipe cost analysis, and how to realistically price a menu. In addition, this book discusses labor costs and controls, profit and loss statements, accounting systems, inventory, sanitation, and effective communication. Furthermore, Wentz shares his philosophies regarding ethics, hospitality, and performance. This book will show you how to develop and nurture your relationships with customers and how to keep them coming back to your establishment time after time, as well as how to be an effective manager, how to hire and train employees, how to get results, and how to further your success. The topics of proper kitchen design and layout, time management, and food quality are also covered in this unique book. Atlantic Publishing is a small, independent publishing company based in Ocala, Florida. Founded over twenty years ago in the company presidentâe(tm)s garage, Atlantic Publishing has grown to become a renowned resource for non-fiction books. Today, over 450 titles are in print covering subjects such as small business, healthy living, management, finance, careers, and real estate. Atlantic Publishing prides itself on producing award winning, high-quality manuals that give readers up-to-date, pertinent information, real-world examples, and case studies with expert advice. Every book has resources, contact information, and web sites of the products or companies discussed.

Introduction to Health Services Management

  • Filename: introduction-to-health-services-management.
  • ISBN: 070217730X
  • Release Date: 2008
  • Number of pages: 296
  • Author: S. W. Booyens
  • Publisher: Juta and Company Ltd



Ideal for all students studying first-level health services management, this invaluable all-in-one resource describes the environmental factors that affect health services, policy, and planning; the organization of services at the macro and micro level; and other issues such as staff absenteeism and management.

Service Management

  • Filename: service-management.
  • ISBN: 9781461415534
  • Release Date: 2011-12-09
  • Number of pages: 316
  • Author: Jay Kandampully
  • Publisher: Springer Science & Business Media



“Great retailers are great at service. No exceptions. This book offers a wealth of insight into delivering excellent retail service.” ---Leonard L. Berry, Distinguished Professor of Marketing, N.B Zale Chair in Retailing and Market Leadership, Mays Business School, Texas A&M University "With a growing understanding of service as a phenomenon and perspective of business and marketing, retailers are increasingly seeing the need to transform from distribution of products to service providers. This book includes considerable insight regarding the importance of the service perspective and how it can be implemented in retailing." --Christian Grönroos, Professor of Service and Relationship Marketing, CERS Centre for Relationship Marketing and Service Management, Hanken School of Economics, Finland "Consisting of chapters written by leading scholars in service management and retailing from around the world, this comprehensive book offers rich insights for how retailers can excel and achieve sustainable competitive advantage by invoking and implementing service management principles. This enlightening book is a valuable resource for students, researchers and practitioners with an interest in retailing." --A. "Parsu" Parasuraman, Professor of Marketing & The James W. McLamore Chair, School of Business Administration, University of Miami Coral Gables, Florida "Service excellence and service innovation are critical for success in today’s competitive retail marketplace. Service Management: The New Paradigm in Retailing provides a contemporary and transformative lens for accomplishing these essential goals." --Mary Jo Bitner, Professor, Director Center for Services Leadership, W.P. Carey School of Business, Arizona State University

Agile Project and Service Management

  • Filename: agile-project-and-service-management.
  • ISBN: 0113310978
  • Release Date: 2010
  • Number of pages: 198
  • Author: Stationery Office
  • Publisher: The Stationery Office



The failure effectively to sustain IT systems and react to change - due to the huge investments that organisations make in these systems - is likely to impact on an organisation's bottom line. This means that an ad hoc approach to IT Service management is not an option. It is vital to focus on business value, good ROI, speed to market, and delivery of solutions in response to change. Agile approaches mean an incremental method to change, early delivery of business value, and collaborative work towards change. Understanding and employing ITIL, PRINCE2, and DSDM together can provide the potential for a well run infrastructure which is responsive to change and will not halt progress. This publication offers practical guidance on how to deliver an IT Service by employing ITIL, PRINCE2, and DSDM Atern together and provides an overview of all three approaches, and describes the benefits of each. It also describes the issues that arise from implementing ITIL, the structure and content of PRINCE2, the breadth of DSDM and how they fit together, where the common areas sit, and where the specialities for each exist.

ITIL V3 Planning to Implement Service Management

  • Filename: itil-v3-planning-to-implement-service-management.
  • ISBN: 0113311095
  • Release Date: 2010-01-01
  • Number of pages: 320
  • Author: Colin Rudd
  • Publisher: The Stationery Office



This handbook provides advice and guidance to organisations considering implementing service management. It features a six-step process to planning service management implementation; relationships, roles, organisation & structure and enablers and blockers to successful service management.

The Handbook of Human Services Management

  • Filename: the-handbook-of-human-services-management.
  • ISBN: 9781412952910
  • Release Date: 2008-10-01
  • Number of pages: 519
  • Author: Rino J. Patti
  • Publisher: SAGE



Focusing on an effectiveness-driven approach to management in the human services, Rino J. Patti’s The Handbook of Human Services Management, Second Edition explores the latest information on practice innovations, theoretical perspectives, and empirical research to provide an essential perspective on what managers do to create and sustain organizations that deliver high quality, effective services to consumers. Offering the most comprehensive coverage of human services management available today, this second edition includes 24 chapters authored by distinguished practitioners and scholars in human services management: 10 that are entirely new and 14 that have been extensively revised. The Handbook is accompanied by an Instructor’s Manual.

IT Service Management

  • Filename: it-service-management.
  • ISBN: 9781906124939
  • Release Date: 2012-05-08
  • Number of pages: 200
  • Author: Ernest Brewster
  • Publisher: BCS, The Chartered Institute for IT



ITIL® is a framework for IT service management and provides best management practice to meet ISO/IEC 20k. The guide introduces ITIL to Foundation Examination candidates and offers a practical understanding of IT service management. This new edition is compatible with the 2011 update to ITIL®. It includes the following additional processes: business relationship management; design coordination; strategy management for IT services; transition planning and support. An ITIL® licensed product.

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