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A four-point blueprint--the "strategic service vision"--for service managers, which offers the trend-setting management strategies that have given leading service companies a clear competitive advantage.
Society, globally, has entered into what might be called the “service economy.” Services now constitute the largest share of GDP in most countries and provide the major source of employment in both developed and developing countries. Services permeate all aspects of peoples’ lives and are becoming inseparable from most aspects of economic activity. “Quality management” has been a dominating managerial practice since World War II. With quality management initially associated with manufacturing industries, one might assume the relevance of quality management might decrease with the emergence of the service economy. To the contrary, the emergence of the service economy strengthened the importance of quality issues, which no longer are associated only with manufacturing industries but are increasingly applied in all service sectors, as well. Today, we talk not only about product or service quality but have even expanded the framework of quality to quality of life and quality of environment. Thus, quality and services have emerged in parallel as closely interrelated fields. The Encyclopedia of Quality and the Service Economy explores such relevant questions as: What are the characteristics, nature, and definitions of quality and services? How do we define quality of products, quality of services, or quality of life? How are services distinguished from goods? How do we measure various aspects of quality and services? How can products and service quality be managed most effectively and efficiently? What is the role of customers in creation of values? These questions and more are explored within the pages of this two-volume, A-to-Z reference work.
'Knowledge and Innovation in the New Service Economy is an interesting book that provides a good overview of recent trends in the service sector. . . . This book is recommended for libraries supporting upper division and graduate programs in international business and e-commerce, or for those who want a thorough overview of the knowledge-based service economy.' - Steven W. Staninger, Business Information Alert Knowledge and innovation are key factors contributing to growth and prosperity in the new service economy. This book presents original, empirical and theoretical contributions to address the economic dimensions of knowledge and the organisation of knowledge intensive activity through specialised services. Specific analyses include: * macro statistics to highlight the contribution of services to economic activity * firm level survey data to identify and consider client relations * case studies of four innovation-oriented business services.
Die Fähigkeit, hochwertige Dienstleistungen zu entwickeln und anzubieten, ist zu einem wesentlichen Faktor für die Unternehmensstrategie und den Unternehmenserfolg geworden. "Competing in a Service Economy" hilft Führungskräften und Managern bei der Neuentwicklung und Innovation von Dienstleistungen strategisch zu denken und zu planen. Wer Dienstleistungen entwickelt, steigert die Kundenzufriedenheit und damit die Finanz-Performance. Der Band erläutert detailliert die Tools und Prozesse für die Bereitstellung, Verbesserung und Innovation von Dienstleistungen. Fallstudien zu IKEA, Disney, Volvo Trucks, Sterling Pulp Chemicals und EMC2 belegen anschaulich die verschiedenen Ansätze. Die Autoren verfügen über langjährige Praxiserfahrung im Bereich wissenschaftlicher und angewandter Forschung in Zusammenarbeit mit einer Vielzahl von Firmen und Organisationen. "Competing in a Service Economy" ist ein praxisorientierter Leitfaden, der Ihnen genau sagt, wie Sie sich durch die Entwicklung und Innovation von Dienstleistungen einen Wettbewerbsvorteil sichern.
This text seeks to raise the curtain on competitive pricing strategies and asserts that businesses often miss their best opportunity for providing consumers with what they want - an experience. It presents a strategy for companies to script and stage the experiences provided by their products.
Exploring the dimensions, available empirical evidence and associated policy implications, this book investigates the challenges facing the global economy, including employment, productivity, innovation and competitiveness. It is intended for researchers and policymakers, professionals in service firms, and students in international business.
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
Papers in this unique volume were developed from the 2006 conference hosted by IBM, Service Science, Management, and Engineering (SSME) — Education for the 21st Century. The book incorporates a variety of perspectives, informed by an international background in SSME experience and education, including management, business, social science, computer science and engineering. Readers will derive an understanding of education needs and program offerings in SSME.
Social media platforms are powerful tools that can help organizations to gather user preferences and build profiles of consumers. These sites add value to business activities, including market research, co-creation, new product development, and brand and customer management. Understanding and correctly incorporating these tools into daily business operations is essential for organizational success. Managing Social Media Practices in the Digital Economy is an essential reference source that facilitates an understanding of diverse social media tools and platforms and their impact on society, business, and the economy and illustrates how online communities can benefit the domains of marketing, finance, and information technology. Featuring research on topics such as mobile technology, service quality, and consumer engagement, this book is ideally designed for managers, managing directors, executives, marketers, industry professionals, social media analysts, academicians, researchers, and students.
This definitive text will bring a new level of professionalism to courses in International Management. Truly global in focus, it is a comprehensive primer on the challenges and prospects of international management, with a particular emphasis on developing global managers who are skilled in economics, strategy, and general management. In addition, the authors help readers develop an in-depth understanding of the role of cultural differences in managerial effectiveness. The text is divided into three parts: the emerging global economy; culture, organization, and strategy; and managing global operations. Management topics include: organizing for international business, global business strategy, building strategic alliances, international negotiations, global staffing, managing a competitive workforce, TQM and employee involvement, and managing multicultural teams. Throughout the text, the authors integrate current conceptual materials on global management with in-depth country analyses and real-world business examples. Each chapter begins with an opening case vignette (from countries around the world) and concludes with a list of key terms and in-depth exercises (Global Manager's Workbook). The text also provides country ratings for 50 countries on economic activity, political risk, and cultural differences, as well as a 35 item instrument for students to measure their own cultural awareness