Service Science: Research and Innovations in the Service Economy
2011
Service Design and DeliveryEditors:

• Mairi Macintyre,
• Glenn Parry,
• Jannis Angelis
• …show all 3hide
  

ISBN: 978-1-4419-8320-6 (Print) 978-1-4419-8321-3  (Online)



Series: Service Science: Research and Innovations in the Service Economy

Macintyre, Mairi; Parry, Glenn; Angelis, Jannis (Eds.)


2011, XXII, 169 p. 100 illus.


ISBN 978-1-4419-8321-3

  Immediately available per PDF-download (no DRM, watermarked)

About this book

• Lays the groundwork for a universal presentation of the term ‘service’
• Features a mixture of empirical research, cases studies and real-life tools/exercises to guarantee the link between research and practice
•                                         Provides an holistic overview of service design and development
•                                         Written by leading researchers and practitioners
  

Service Design and Delivery provides a comprehensive overview of the increasingly important role played by the service industry. Focusing on the development of different processes employed by service organizations, the book emphasizes management of service in relation to products. It not only explores the complexity of this relationship, but also introduces strategies used in the design and management of service across various sectors, highlighting where tools, techniques and processes applicable to one sector may prove useful in another. The implementation methods introduced in the book also illustrate how and why companies can transform themselves into service organizations.
While the book is primarily intended as a text for advanced-level courses in service design and delivery, it also contains theoretical and practical knowledge beneficial to both practitioners in the service sector and those in manufacturing contemplating moving towards service delivery.

• Reviews
  

From the reviews:
“This book is for … organization that wants to design customer-centric service delivery. … This book moves to a new level, describing in detail the elements of the emerging discipline of service science. It is an outstanding contribution to the field, and should be required reading for marketing and operations leaders for organizations.” (Ernest Hughes, ACM Computing Reviews, June, 2011)