for undergraduate and graduate courses in Service Management or Service Operations Management.
This text takes a multidisciplinary perspective. Drawing upon research from economics, consumer behavior, marketing, strategy and operations management, it offers coverage of the topics relevant to service management and operations. The text first introduces the major concepts of service, then how to build the service system to create customer value, followed by operational issues and some of the tools for managing a service operation.
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Book Description Prentice Hall, 1999. Paperback. Book Condition: New. 2. Bookseller Inventory # DADAX0130813389
Book Description Prentice Hall, 1999. Book Condition: New. Brand New, Unread Copy in Perfect Condition. A+ Customer Service! Summary: I. INTRODUCTION. 1. Services in Our Society. Introduction. What Are Services? The Service Sector of Our Economy. Theories Explaining the Growth of Services. Overview of the Book. Summary. Discussion Questions. References. 2. The Nature of Services and Service Encounters. Introduction. General Concept of a Productive System. Characteristics of Services. Intangibility. Inseparability. Perishability. Variability. the Service Organization as a System. Service Encounters. The Nature of Service Encounters. Service Encounters from Various Perspectives. Elements of a Service Encounter. Role of Other Customers in Service Encounters. Summary. Discussion Questions. Case 2-1 Walt Disney Makes Everyone a Star. Case 2-2 Sullivan's Auto World. References. 3. Customers: The Focus of Service Management. Introduction. Customers and Their Needs. Consumer Behavior and a Consumer Decision Model. External Influences. Internal Influences. Attitudes and Needs. Consumer Decision Making Process. Unique Aspects of Service Purchases. Different Criteria. Different Sources of Information. A Smaller Evoked Set. Brand Switching and Repeat Purchase Behavior. Risk Perception. A Cultural Profile of American Customers. A Look into the Future. Age Distribution. Households. Education, Occupation, and Income. Some More Predictions about the Future. Summary. Discussion Questions. Case 3-1 Oasis Laundries Inc. Case 3-2 Merrill-Lynch Financial Services. References. 4. Globalization of Services: Service Management in the International Arena. Introduction. International Trade in Services. General Increase in Demand for Services. Increase in International Trade of Goods. Why Service Companies Go Global. Common Customer Needs. Global Customers. Global Channels. Global Economies of Scale. Favorable Logistics. Advances in Technology. Government Policies and Regulations. Transferable Competitive Advantage. Global Environment for Service Businesses. Forms of Globalization. International Trade. Foreign Direct Investment. Alliances. Trends in Service Globalization. Summary. Discussion Questions. Case 4-1 Peters & Champlain. Case 4-2 Pizza Hut in Moscow: The Pre-Coup Vision. References. 5. Service Strategy and Competitiveness. Introduction. Value. Brief Historical Background on Value. Definition of Value. A Model of Service Value. Strategy. Definition of Strategy. Why an Organization Needs Strategy. Understanding the Competitive Environment. Generic Competitive Strategies. Formulating a Competitive Service Strategy. Basic Elements of the Strategic Service Vision. Integrative Elements of the Strategic Service Vision. An Example: Southwest Airlines. Summary. Discussion Questions. Case 5-1 Strategy Seems to Make Wal-Mart Unstoppable. Case 5-2 Novacare Inc. References. 6. Positioning and Marketing of Services. Introduction. Integration of Marketing and Operations. Differences in Goods and Services Marketing. Tangibility. Organizational Features. Ownership, Use, and Consumption. Scope of Marketing Activities. The Consumer's Role. Marketing Mix. Product (Service). Price. Place. Physical Evidence. Participants. Promotion. Process. Strategic Issues. Segmentation, Positioning, and Targeting. Relationship Marketing: Focus on Customer Retention. Why Service Customers Switch. Summary. Discussion Questions. Case 6-1 The Marketing/Operations Strategy at Federal Express. Case 6-2 Fare Combat. References. II. BUILDING. Bookseller Inventory # ABE_book_new_0130813389
Book Description Prentice Hall, 1999. Paperback. Book Condition: New. book. Bookseller Inventory # 0130813389
Book Description Prentice Hall, 1999. Paperback. Book Condition: New. Bookseller Inventory # P110130813389
Book Description Book Condition: Brand New. Book Condition: Brand New. Bookseller Inventory # 97801308133811.0