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Entire service businesses have been built around the ideas of Heskett, Sasser, and Schlesinger, pioneers in the world of service. Now they test their ideas against the actual experiences of successful and unsuccessful practitioners, as well as against demands of the future, in a book service leaders around the world will use as a guide for years to come. The authors cover every aspect of optimal service leadership: the best hiring, training, and workplace organization practices; the creation of operating strategies around areas such as facility design, capacity planning, queue management, and

Customer services. --- Management. --- Service industries -- Management. --- Customer services --- Service industries --- Management

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Investigation of the emotional aspects of customer satisfaction and on the Emotional Satisfaction of Customer Contacts (ESCC) in particular

Consumer satisfaction. --- Customer services -- Management. --- Service industries -- Customer services. --- Service industries -- Management. --- Call centers. --- Customer relations. --- Business --- Public relations --- Consumer affairs departments --- Customer advisory boards --- Relationship marketing --- Telephone stations

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This book deals with location problems. Location problems establish a set of facilities (resources) to minimize the cost of satisfying a set of demands (customers) with respect to a set of constraints. There are four components that describe location problems: customers, who are assumed to be already located at points or on routes, facilities that will be located, a space in which customers and facilities are located, and a metric that indicates geographical and chronological distances between customers and facilities. This book describes these parts in each specific location model. Location models are used in a variety of applications such as locating warehouses within a supply chain to minimize the average time to market, locating noxious material to maximize its distance to the public, etc. In this book, readers can find these applications exemplified by real-world cases for each particular model. The relationship between location problems and other areas such as supply chains is also considered here.

Service industries -- Management. --- Management Styles & Communication --- Management Theory --- Management --- Business & Economics --- Industrial location --- Decision making --- Mathematical models. --- Business enterprises --- Business location --- Corporations --- Industries --- Industries, Location of --- Location of industries --- Plant location --- Location --- Business. --- Production management. --- Business and Management. --- Operations Management. --- Regional planning --- Space in economics --- Manufacturing management --- Industrial management

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Traditional service sectors encompass a wide variety of industries ranging from transportation, retail and healthcare to entertainment, banking, and insurance. 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. This seminal reference considers Service Science to be the study of value co-creation, and finds abundant common elements and themes, common concerns and approaches that converge on this central, real-world phenomena. 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. List of contributors includes: Melissa A. Akaka.- John Bailey.- Guruduth Banavar.- Rahul C. Basole.- William J. Baumol.- Gaurav Bhalla.- Mary Jo Bitner.- Jeannette Blomberg.- David E. Bowen.- John R. Bryson.- Richard B. Chase.- Henry Chesbrough.- Eng K. Chew.- Daniel Connors.- Peter W. Daniel.- Andrew Davies.- Faridah Djellal.- Bo Edvardsson.- Shelley Evenson.- Ray P. Fisk.- Faïz Gallouj.- Susanne Glissmann.- Robert J. Glushko.- Michael Gorma.- Michael Gregory.- Dwayne D. Gremler.- Steve J. Grove.- Gerhard, Gudergan.- Evert Gummesson.- Anders Gustafsson.- Alan Hartman.- James L. Heskett.- Kazuyoshi Hidaka.- Barbara Jones.- Uday S. Karmarkar.- Per Kristensson.- Robert F. Lusch.- Linda Macaulay.- Richard Metters.- Ian Miles.- Aleksandra Mojsilovic.- Claire Moxham.- Rogelio Oliva.- Lakshmish Ramaswamy.- Guangjie Ren.- William B. Rouse.- Roland T. Rust.- Scott E. Sampson.- Pamela Samuelson.- Jorge Sanz.- W. Earl Sasser Jr.- Benjamin Schneider.- Carl J. Schramm.- John D. Sterman.- Stephen L. Vargo.- Lars Witell.- Valarie Zeithaml.- Anatoly Zherebtsov.

Financial services industry. --- Service industries -- Management. --- Service industries. --- Service industries --- Business & Economics --- Management --- Industries --- Management Theory --- Management. --- Business. --- Operations research. --- Decision making. --- Information technology. --- Business --- Management information systems. --- Computer science. --- Business and Management. --- Operation Research/Decision Theory. --- IT in Business. --- Management of Computing and Information Systems. --- Data processing. --- Industrial management --- Information Systems. --- Operations Research/Decision Theory. --- Operational analysis --- Operational research --- Industrial engineering --- Management science --- Research --- System theory --- IT (Information technology) --- Technology --- Telematics --- Information superhighway --- Knowledge management --- Administration --- Industrial relations --- Organization --- Business—Data processing. --- Informatics --- Science --- Computer-based information systems --- EIS (Information systems) --- Executive information systems --- MIS (Information systems) --- Sociotechnical systems --- Information resources management --- Deciding --- Decision (Psychology) --- Decision analysis --- Decision processes --- Making decisions --- Management decisions --- Choice (Psychology) --- Problem solving --- Communication systems --- Decision making

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Lo sviluppo della comunicazione globale e delle tecnologie ha contribuito notevolmente a modificare la struttura dei comparti economici in molti paesi. Attualmente più del 50% della forza lavoro in Brasile, Russia, Giappone e Germania – percentuale che arriva al 75% negli Stati Uniti e nel Regno Unito – è impegnata nel settore dei servizi. La crescita del segmento sta modificando i comportamenti e le strutture delle imprese e impatta, soprattutto nel mondo anglosassone, anche sui mondi universitario e della ricerca a essi collegati. Se in passato la ricerca scientifica è stata supportata – e ha sostenuto a sua volta – il settore industriale, attualmente emerge la necessità di una ricerca industriale e accademica in grado di applicarsi con maggiore rigore scientifico ai servizi al fine, per esempio, di individuare sistemi di ottimizzazione e incrementare la produttività e l’efficienza della domanda. La tematica dei servizi è di interesse per due ordini di ragioni. Innanzitutto il settore dei servizi non è più residuale pertanto non è più pensabile, a differenza del passato, la creazione di paradigmi e modelli di riferimento concepiti per il settore industriale e quindi adattati a quello dei servizi. Serve piuttosto riflettere direttamente sui servizi cercando modelli di progettazione e gestione ad hoc che tengano presente le caratteristiche intrinseche dei servizi. In secondo luogo l’innovazione tecnologia ha consentito di mettere a punto una serie di strumenti che in passato non esistevano, offrendo quindi nuove opportunità di progettazione e gestione dei servizi. La scienza dei servizi nasce, pertanto, dal tentativo di unire informatica, ricerca operativa, ingegneria industriale, scienze manageriali, sociali, cognitive e legali al fine di sviluppare le competenze richieste da un’economia basata sui servizi.

Information Technology --- Computer Science (Hardware & Networks) --- Service industries -- Management. --- Strategic planning. --- Systems engineering. --- Technological innovations -- Management. --- Management --- Engineering & Applied Sciences --- Business & Economics --- Management Theory --- Computer Science --- Business planning. --- Computer network architectures. --- Computer science. --- Economics. --- Economic theory --- Political economy --- Informatics --- Architectures, Computer network --- Network architectures, Computer --- Business enterprises --- Business plans --- Corporate planning --- Corporate strategy --- Corporations --- Strategy, Corporate --- Planning --- Business. --- Management science. --- Organization. --- Planning. --- Computer organization. --- Social sciences. --- Computer Science. --- Computer Science, general. --- Computer Systems Organization and Communication Networks. --- Business and Management, general. --- Social Sciences, general. --- Science --- Computer architecture --- Strategic planning --- Social sciences --- Economic man --- Behavioral sciences --- Human sciences --- Sciences, Social --- Social science --- Social studies --- Civilization --- Organisation --- Trade --- Economics --- Commerce --- Industrial management --- Creation (Literary, artistic, etc.) --- Executive ability --- Organization --- Quantitative business analysis --- Problem solving --- Operations research --- Statistical decision --- Organization, Computer --- Electronic digital computers