TY - BOOK ID - 8433349 TI - Service Design and Delivery AU - Macintyre, Mairi. AU - Parry, Glenn. AU - Angelis, Jannis. PY - 2011 SN - 1441983201 144198321X PB - New York, NY : Springer US : Imprint: Springer, DB - UniCat KW - Customer services. KW - Industrial policy. KW - Service industries -- Quality control. KW - Service industries. KW - Business & Economics KW - Engineering & Applied Sciences KW - Industries KW - Computer Science KW - Service industries KW - Management. KW - Design. KW - Computer science. KW - Operations research. KW - Decision making. KW - Information technology. KW - Business KW - Management information systems. KW - Computer Science. KW - Management of Computing and Information Systems. KW - Operation Research/Decision Theory. KW - IT in Business. KW - Data processing. KW - Industrial management KW - Information Systems. KW - Operations Research/Decision Theory. KW - IT (Information technology) KW - Technology KW - Telematics KW - Information superhighway KW - Knowledge management KW - Operational analysis KW - Operational research KW - Industrial engineering KW - Management science KW - Research KW - System theory KW - Administration KW - Industrial relations KW - Organization KW - Business—Data processing. KW - Deciding KW - Decision (Psychology) KW - Decision analysis KW - Decision processes KW - Making decisions KW - Management KW - Management decisions KW - Choice (Psychology) KW - Problem solving KW - Informatics KW - Science KW - Computer-based information systems KW - EIS (Information systems) KW - Executive information systems KW - MIS (Information systems) KW - Sociotechnical systems KW - Information resources management KW - Decision making KW - Communication systems UR - https://www.unicat.be/uniCat?func=search&query=sysid:8433349 AB - 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. ER -