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Introduction to service engineering

Author: Gavriel Salvendy; Waldemar Karwowski
Publisher: Hoboken, N.J. : John Wiley & Sons, ©2010.
Edition/Format:   Print book : EnglishView all editions and formats
Summary:

College graduates need to gain new skills to thrive in a service business environment. Compiled by an editorial board of specialists in the various areas and edited by a best-selling author,  Read more...

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Genre/Form: Aufsatzsammlung
Material Type: Internet resource
Document Type: Book, Internet Resource
All Authors / Contributors: Gavriel Salvendy; Waldemar Karwowski
ISBN: 9780470382417 0470382414
OCLC Number: 354854328
Description: xii, 659 pages : illustrations ; 25 cm
Contents: I. Introduction --
1. Service Science: Toward a Smarter Planet / J. Spohrer, P. P. Maglio --
2. A Unified Service Theory / S. E. Sampson --
3. Work in the Service Economy / J. Blomberg --
II. Service Enterprises --
4. Development of Hybrid Solutions-A Challenge for Organizations in a Competitive Environment / K. J. Zink, T. Baudach, M. Kramp --
5. Enterprise Value Creation in the Global Service Economy / A. Herman --
6. Architecture of Service Organizations / M. Cases, D. A. Bodner, B. Mutnury --
7. Service Enterprise Modeling / Y. Yih, A. Chaturvedi --
8. Applying the Methods of Systems Engineering to Services Engineering / M. R. Mott --
III. Service Design --
9. Customer-Centered Design of Service Organizations / W. Karwowski, G. Salvendy, T. Ahram --
10. Design of Service-Oriented Architecture (SOA) / L.-J. Zhang, F. Bernardini --
11. Design of Collaborative e-Service Systems / H.S. Ko, S.Y. Nof --
12. New Service Development Process / K. J. Kim, T. Meiren --
13. A Methodology for Designing Services: A Modeling Method, Design Method, CAD Tool, and Their Industrial Applications / T. Sakao, E. Sundin, M. Lindahl, Y. Shimomura --
IV. Service Operations --
14. Service Operations and Management / S. McLaughlin --
15. A Service Perspective of Marketing, Operations, and Value Creation / M. A. Akaka, S. L. Vargo, R. F. Lusch --
16. Service Processes / P. Lillrank --
17. Service Call Centers: Design and Operation / R. Feinberg, C. Briggs --
V. Customer Service and Service Quality --
18. Lean Service / F. Voehl, A. Elshennawy --
19. Designing for Service: Creating an Experience Advantage / S. Evenson, H. Dubberly --
20. Complaint Management / B. Stauss, W. Seidel --
21. Integrating Service Quality and Human Factors / C. Drury --
VI. Web Services --
22. Designing Web-Based Services / N. Partarakis, C. Doulgeraki, M. Antona, C. Stephanidis --
23. Web Service Technology / C. Pautasso --
24. The Development of Web-Based Services / N. Partarakis, C. Doulgeraki, M. Antona, C. Stephanidis --
25. Global e-Organization / N. Dholakia, R. R. Dholakia --
VII. Innovation in Service Systems --
26. The Evolution of Service Engineering-Toward the Implementation of Designing Integrative Solutions / H. Luczak, G. Gudergan --
27. Managing Service Innovation / J. Tidd, F. Hull --
28. Streamlining the Delivery of Complex SOA Solutions with Global Resources / K. Ratakonda, Y.-M. Chee, D. Oppenheim, F. Bernardini --
29. Technology Transfer Streams in Service Industry / W. M. Grudzewski, I. K. Hejduk.
Responsibility: [edited by] Gavriel Salvendy and Waldemar Karwowski.

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