Complex Service Delivery Processes, Third Edition
Complex Service Delivery Processes, Third Edition

Author: Jean Harvey

Publisher: Quality Press

Published: 2015-08-14

Total Pages: 326

ISBN-13: 0873899164

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This book focuses on complex services, that is, services embodying the knowledge and capabilities of professionals, sought because of the client’s lack of knowledge or skills in specialized fields. This book is also concerned with the many organizations, such as hospitals and banks, that provide services requiring a mixture of professional and other services to produce the results that customers or clients need. Professionals, semi-professionals, and technical workers laboring in all spheres of human endeavor, from law to medicine, accounting to engineering, social work to architecture, who are involved or are interested in taking part in managing their businesses, small or large, will find this book an invaluable tool in achieving success. This third edition comes with an augmented value proposition: as you read and try to understand and experiment with the material, you are invited at various points to view video clips, lasting between 15 and 25 minutes, that will clarify, complement, illustrate, or go further than what you are reading.

Complex Service Delivery Processes
Complex Service Delivery Processes

Author: Jean Harvey

Publisher: Quality Press

Published: 2021-10-01

Total Pages: 335

ISBN-13: 1636940064

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Different types of organizations provide services that require multiple, complex services to produce results. Oftentimes, those complex services morph into a maze of system processes that crisscross, impeding the smooth operation of processes and value creation. So how can you manage multiple services efficiently and effectively? This book outlines the strategy and execution needed to meet your goals. Numerous examples, exercises, and tools are included to help explain and clarify. The revised fourth edition includes a new focus on the impact of artificial intelligence in complex services, as well as links to video clips and podcasts. Professionals, semi-professionals, and technical workers in all areas, from law to medicine, accounting to engineering, social work to architecture, will find this book an invaluable tool in achieving success.

Managing Service Delivery Processes
Managing Service Delivery Processes

Author: Jean Harvey

Publisher: Quality Press

Published: 2005-06-07

Total Pages: 369

ISBN-13: 087389166X

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The quest for value drives customer behavior in the services marketplace. This book focuses on complex service processes, and is written for professionals, quasi-professionals, and technical workers laboring in all spheres, from law to medicine, and accounting to engineering. It draws its theory and examples from these professional services and many more, with hands-on end-of-chapter exercises on all topics. A framework is presented for understanding how a set of shared fundamental beliefs drives the best-in-class professional service organizations in their learning, which is the source of sustained competitive advantage. Products and processes can be imitated or copied, but learning faster than your competition cannot. Processes create the benefits customers want by delivering the service, or by making this delivery possible in one way or another. The notions, methods, and tools presented in this book present readers with a perspective on their work they most likely never envisaged, and which will lead to a marked improvement in their effectiveness.

Design Principles for the Productive Delivery of Blended Learning Services
Design Principles for the Productive Delivery of Blended Learning Services

Author: Philipp Bitzer

Publisher: kassel university press GmbH

Published: 2015-01-01

Total Pages: 345

ISBN-13: 3862199401

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Betriebliche Weiterbildung soll lebenslanges Lernen im Arbeitskontext ermöglichen und befördern. Diese wird immer wichtiger, da sich das wirtschaftliche Umfeld immer dynamischer durch globalen Wettbewerb von Arbeit, Produktion und Dienstleistungen verändert. Dies bedingt auch veränderte Bedarfe an Fertigkeiten und Fähigkeiten sowie dem notwendigen Fachwissen. Es ist wettbewerbskritisch für Mitarbeiter und Unternehmen, kontinuierlich und immer besser lebenslang zu lernen. Daher gilt die betriebliche Weiterbildung als wichtige Voraussetzung, um volkswirtschaftliches Wachstum zu erreichen und zunehmend globalisiertem Wettbewerb begegnen zu können. In diesem Kontext widmet sich die vorliegende Arbeit der Erforschung von Messung und Beeinflussung der Produktivität von IT-gestützten Weiterbildungsformaten, konkret der Gestaltung von IT-gestützten Weiterbildungsformaten unter Berücksichtigung von Effizienz und Effektivitätsgesichtspunkten.

Crafting Service Processes
Crafting Service Processes

Author: Jean L. Harvey

Publisher: Quality Press

Published: 2019-03-22

Total Pages: 203

ISBN-13: 0873899849

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As the title makes clear, this book is about the design and delivery of service experiences. This includes the design of installations, facilities, technologies and scripts used in the staging of such experiences. It introduces the reader to many fundamental notions in service operations, from positioning to execution, with much attention paid to human experiences such as those of customers and service workers; be they performing simple repetitive tasks or complex mental tasks. The subject is treated in an user-friendly manner with a storytelling context, focusing initially on every day services (coffee shops, fast food, supermarkets) and then moving on to complex services (lawyers, physicians, engineers, accountants). Contrary to popular hype, not all service experiences are meant to be memorable. If all you need is a cup of coffee and this is done quickly, effortlessly, and painlessly, that’s good. If there’s a little plus along the way, that’s better: you’ll make a mental note that this is a good place to stop next time you are in the area. In an age of exponential technological change, service delivery processes are changing quickly and service industries are being creatively destroyed. You want to be the disruptor, willing to disrupt a large part of your actual income streams. The ability to maintain differentiation rests largely on an in-depth understanding of the service experience and operational excellence. The future belongs to the fastest learner. Intuition is only part of the story.

European Journal of Tourism Research
European Journal of Tourism Research

Author:

Publisher: International University College

Published: 2011-03-01

Total Pages: 90

ISBN-13:

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The European Journal of Tourism Research is an interdisciplinary scientific journal in the field of tourism, published by Varna University of Management, Bulgaria. Its aim is to provide a platform for discussion of theoretical and empirical problems in tourism. Publications from all fields, connected with tourism such as management, marketing, sociology, psychology, geography, political sciences, mathematics, statistics, anthropology, culture, information technologies and others are invited. The journal is open to all researchers. Young researchers and authors from Central and Eastern Europe are encouraged to submit their contributions. Regular Articles in the European Journal of Tourism Research should normally be between 4 000 and 20 000 words. Major research articles of between 10 000 and 20 000 are highly welcome. Longer or shorter papers will also be considered. The journal publishes also Research Notes of 1 500 – 2 000 words. Submitted papers must combine theoretical concepts with practical applications or empirical testing. The European Journal of Tourism Research includes also the following sections: Book Reviews, announcements for Conferences and Seminars, abstracts of successfully defended Doctoral Dissertations in Tourism, case studies of Tourism Best Practices. The European Journal of Tourism Research is published in three Volumes per year. The full text of the European Journal of Tourism Research is available in the following databases: EBSCO Hospitality and Tourism CompleteCABI Leisure, Recreation and TourismProQuest Research Library Individual articles can be rented via journal's page at DeepDyve. The journal is indexed in Scopus and Thomson Reuters' Emerging Sources Citation Index. The editorial team welcomes your submissions to the European Journal of Tourism Research.

New Horizons in Design Science: Broadening the Research Agenda
New Horizons in Design Science: Broadening the Research Agenda

Author: Brian Donnellan

Publisher: Springer

Published: 2015-04-30

Total Pages: 510

ISBN-13: 3319187147

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This book constitutes the thoroughly refereed proceedings of the 10th International Conference on Design Science Research in Information Systems and Technology, DESRIST 2015, held in Dublin, Ireland, in May 2015. The 22 full papers, 11 short papers and 10 short papers describing prototypes and products were carefully reviewed and selected from 111 submissions. The papers are organized in topical sections on design science research in action; meta perspectives; data mining and analytics; emerging themes; design practice and design thinking; and prototypes.

Innovative Technologies in Management and Science
Innovative Technologies in Management and Science

Author: Ryszard Klempous

Publisher: Springer

Published: 2014-12-02

Total Pages: 219

ISBN-13: 3319126520

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This carefully edited book presents recent research in Innovative Technologies in Management and Science, representing a widely spread interdisciplinary research area with many applications in various disciplines including engineering, medicine, technology, or environment, among others. It consists of eleven invited and scholarly edited chapters written by respectable researchers and experts in the fields that integrate ideas and novel concepts in Intelligent Systems and Informatics. Most of the chapters were selected from the initial contributions to the World of Innovation Conference held on April 3, 2012 in Wroclaw, Poland. The contributions are focusing on research and development of the latest IT technologies, in the field of Cloud Computing, IT modeling, as well as optimization problems. The chapters presented can be grouped into three categories: Innovation supported by Clouds Technology, Innovation proposals in management area, and Theoretical refinement for innovative solutions.

Tourism Management
Tourism Management

Author: Clare Inkson

Publisher: SAGE

Published: 2022-09-14

Total Pages: 587

ISBN-13: 1529786134

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This introductory text provides readers with a robust understanding of tourism and its industries, including how destinations are developed, marketed and managed, and how tourism impacts communities, environments and economies. The authors discuss the critical issues affecting 21st century tourism, such as sustainability, the climate crisis, globalisation, community, technology, the environment and the sharing economy. The text has been fully updated in light of the Covid-19 pandemic and its notable, and in some cases lasting, impacts on the tourism industry. The text features new mini-case studies (snapshots) and international case studies from countries around the globe including USA, Saudi Arabia, India, China, New Zealand, Australia, Namibia and the UK. It discusses the latest trends in transport, hospitality, attractions and the travel trade and includes examples from major tourism companies including Trip.com, TUI and Airbnb. The book is suitable for students who are starting their tourism studies as part of their college or university education. Clare Inkson is a Senior Lecturer in Tourism and Course Leader of BA Tourism with Business at the University of Westminster, London. Lynn Minnaert is the Academic Director and Clinical Associate Professor at New York University’s Jonathan M. Tisch Center for Hospitality and Tourism.

Service Operations Management
Service Operations Management

Author: Robert Johnston

Publisher: Pearson Education

Published: 2005

Total Pages: 524

ISBN-13: 9780273683674

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The central focus of this book is how organizations deliver service and the operational decisions that managers face in managing resources and delivering service to their customers.