Titlebook: Service Management; Theory and Practice John R. Bryson,Jon Sundbo,Peter Daniels Textbook 2020 The Editor(s) (if applicable) and The Author(

Nostalgia

ULCER

Service Personnel and Their Management,nce of new forms of service work including employment within the gig economy is explored. The chapter concludes by exploring the management of service personnel focusing on human resource management tasks that service managers must address in response to the peculiar characteristics of service work.

充满人

Process and Product Innovation in Service Businesses,the interface between service providers and service consumers—between people. People play a central role in this process. Sometimes the relationship between producers and consumers is mediated by technology and increasingly the service provider has been replaced with technology.

spondylosis

Customer First: Understanding Customers,ehand expectations. Service firms have two types of customers: business-to-business (B&B) and business-to-consumers (B-to-C). Each type is very different, and these differences are reflected in the service encounter and in the marketing of services.

叫喊

Supply Chains and Logistics Services,logistic services and supply chain management support outsourcing, offshoring and inter- and inter-firm movements of all types. This includes the services that support flows of raw materials, components, completed goods, people, expertise and information and finance that are the focus of this chapter.

moratorium

大厅

纪念

Chandelier

Congregate

Business Models and Service Strategy,e for comparing the three different, but linked, elements of a business model—value propositions, value networks and value-capturing mechanisms. Disruptive innovation can occur anywhere within or between these three elements. Disruptive innovation continues to transform service businesses by destroy