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Crossing borders and boundaries 7th International EurOMA Conference, Ghent, Belgium [[electronic resource] /] / guest editors Roland Van Dierdonck and Ann Vereecke
| Crossing borders and boundaries 7th International EurOMA Conference, Ghent, Belgium [[electronic resource] /] / guest editors Roland Van Dierdonck and Ann Vereecke |
| Pubbl/distr/stampa | Bradford, England, : Emerald Group Publishing, c2002 |
| Descrizione fisica | 1 online resource (127 p.) |
| Disciplina | 658.5 |
| Altri autori (Persone) |
DierdonckR. van (Roland)
VereeckeA (Ann) |
| Collana | International journal of operations & production management |
| Soggetto topico |
Industrial management
Production management |
| Soggetto genere / forma | Electronic books. |
| ISBN |
1-280-47902-7
9786610479023 1-84544-646-1 |
| Formato | Materiale a stampa  |
| Livello bibliografico | Monografia |
| Lingua di pubblicazione | eng |
| Nota di contenuto | Contents; Abstracts and keywords; Guest editorial; The involvement of management accountants in operational process change; Cost targets and time pressure during new product development; Factors influencing co-design adoption; A comparison of practice-performance models between small manufacturers and subcontractors; The nature of buyer-supplier relationships in co-design activities: the Italian auto industry case; Comparing the manufacturing strategies of Australian firms with their European counterparts; Call for papers; Index to Volume 22, 2002 |
| Record Nr. | UNINA-9910449776203321 |
| Bradford, England, : Emerald Group Publishing, c2002 | ||
| Materiale a stampa | ||
| Lo trovi qui: Univ. Federico II | ||
| ||
Crossing borders and boundaries 7th International EurOMA Conference, Ghent, Belgium [[electronic resource] /] / guest editors Roland Van Dierdonck and Ann Vereecke
| Crossing borders and boundaries 7th International EurOMA Conference, Ghent, Belgium [[electronic resource] /] / guest editors Roland Van Dierdonck and Ann Vereecke |
| Pubbl/distr/stampa | Bradford, England, : Emerald Group Publishing, c2002 |
| Descrizione fisica | 1 online resource (127 p.) |
| Disciplina | 658.5 |
| Altri autori (Persone) |
DierdonckR. van (Roland)
VereeckeA (Ann) |
| Collana | International journal of operations & production management |
| Soggetto topico |
Industrial management
Production management |
| ISBN |
1-280-47902-7
9786610479023 1-84544-646-1 |
| Formato | Materiale a stampa |
| Livello bibliografico | Monografia |
| Lingua di pubblicazione | eng |
| Nota di contenuto | Contents; Abstracts and keywords; Guest editorial; The involvement of management accountants in operational process change; Cost targets and time pressure during new product development; Factors influencing co-design adoption; A comparison of practice-performance models between small manufacturers and subcontractors; The nature of buyer-supplier relationships in co-design activities: the Italian auto industry case; Comparing the manufacturing strategies of Australian firms with their European counterparts; Call for papers; Index to Volume 22, 2002 |
| Record Nr. | UNINA-9910777065303321 |
| Bradford, England, : Emerald Group Publishing, c2002 | ||
| Materiale a stampa | ||
| Lo trovi qui: Univ. Federico II | ||
| ||
Crossing borders and boundaries 7th International EurOMA Conference, Ghent, Belgium / / guest editors Roland Van Dierdonck and Ann Vereecke
| Crossing borders and boundaries 7th International EurOMA Conference, Ghent, Belgium / / guest editors Roland Van Dierdonck and Ann Vereecke |
| Edizione | [1st ed.] |
| Pubbl/distr/stampa | Bradford, England, : Emerald Group Publishing, c2002 |
| Descrizione fisica | 1 online resource (127 p.) |
| Disciplina | 658.5 |
| Altri autori (Persone) |
DierdonckR. van (Roland)
VereeckeA (Ann) |
| Collana | International journal of operations & production management |
| Soggetto topico |
Industrial management
Production management |
| ISBN |
1-280-47902-7
9786610479023 1-84544-646-1 |
| Formato | Materiale a stampa |
| Livello bibliografico | Monografia |
| Lingua di pubblicazione | eng |
| Nota di contenuto | Contents; Abstracts and keywords; Guest editorial; The involvement of management accountants in operational process change; Cost targets and time pressure during new product development; Factors influencing co-design adoption; A comparison of practice-performance models between small manufacturers and subcontractors; The nature of buyer-supplier relationships in co-design activities: the Italian auto industry case; Comparing the manufacturing strategies of Australian firms with their European counterparts; Call for papers; Index to Volume 22, 2002 |
| Record Nr. | UNINA-9910821215103321 |
| Bradford, England, : Emerald Group Publishing, c2002 | ||
| Materiale a stampa | ||
| Lo trovi qui: Univ. Federico II | ||
| ||
Service management : an integrated approach / / edited by Paul Gemmel, Bart Van Looy, Roland Van Dierdonck
| Service management : an integrated approach / / edited by Paul Gemmel, Bart Van Looy, Roland Van Dierdonck |
| Edizione | [Third edition.] |
| Pubbl/distr/stampa | Harlow, England : , : Pearson, , [2013] |
| Descrizione fisica | 1 online resource (545 pages) : illustrations, tables |
| Disciplina | 658 |
| Collana | Always learning |
| Soggetto topico | Service industries - Management |
| ISBN | 0-273-73218-8 |
| Formato | Materiale a stampa |
| Livello bibliografico | Monografia |
| Lingua di pubblicazione | eng |
| Nota di contenuto |
Cover -- Contents -- List of figures -- List of tables -- List of exhibits -- About the authors -- Preface -- Acknowledgements -- Publisher's acknowledgements -- PART ONE Defining services -- Chapter 1 The nature of services -- Objectives -- Introduction -- The growing importance of services -- Services: what makes them special? -- A closer look at services -- The role of service classifications -- Conclusion -- Review and discussion questions -- Suggested further reading -- Notes and references -- Chapter 2 The nature of service management -- Objectives -- Introduction -- The nature of service management -- The nature of the interaction -- The nature of the interaction and service management -- The interaction between employees and customers in theservice chain -- Conclusion -- Review and discussion questions -- Suggested further reading -- Notes and references -- Chapter 3 The service concept -- Objectives -- Introduction -- Why do we need a service concept? -- Defining the service concept -- Implementing the service concept -- Conclusion -- Review and discussion questions -- Suggested further reading -- Notes and references -- PART TWO Designing services -- Chapter 4 Service process design -- Objectives -- Introduction -- Defining the service process -- Designing the service process -- Conclusion -- Review and discussion questions -- Suggested further reading -- Notes and references -- Chapter 5 Designing human resources practices that matter for service organizations -- Objectives -- Introduction -- The nature of services -- Human resource management for services -- Competencies for service organizations -- Role stress among front-line employees -- Relevance of role stress for the service encounter -- Role stress defined -- Handling role stress for front-line employees -- Conclusion -- Review and discussion questions.
Suggested further reading -- Notes and references -- Chapter 6 (Information) Technology and services -- Objectives -- Introduction -- The network era - where do we stand? -- The impact of IT developments on service encounters -- Action strategies for the new media -- Conclusion -- Review and discussion questions -- Suggested further reading -- Notes and references -- Chapter 7 The role of facilities management in designing the service experience -- Objectives -- Introduction -- The nature of facilities management in services -- Back office versus front office -- Location -- Designing the servicescape -- From facilities management to service experience design -- Conclusion -- Review and discussion questions -- Suggested further reading -- Notes and references -- Chapter 8 Service branding and promotion -- Objectives -- Introduction -- Service branding -- Promoting services -- Conclusion -- Review and discussion questions -- Suggested further reading -- Notes and references -- Chapter 9 Pricing services -- Objectives -- Introduction -- Developing a framework for pricing decisions -- Pricing objectives -- Pricing strategies -- Pricing structure -- Pricing levels and tactics -- Conclusion -- Review and discussion questions -- Suggested further reading -- Notes and references -- PART THREE Delivering services -- Chapter 10 Capacity management -- Objectives -- Introduction -- Capacity and capacity management -- Planning capacity -- Scheduling capacity -- Managing the demand side -- The psychology and managerial consequences of waiting -- Conclusion -- Review and discussion questions -- Technical note -- Suggested further reading -- Notes and references -- Chapter 11 People practices that enable delivery -- Objectives -- Introduction -- The role of empowerment in service organizations -- Competency development -- Collaboration: integrating work and learning. Conclusion -- Review and discussion questions -- Suggested further reading -- Notes and references -- Chapter 12 Customer attitudes and behaviours towards service firms -- Objectives -- Introduction -- Customer loyalty and customer engagement -- Customer loyalty and engagement and the firm's profitability -- Managing customer loyalty and customer engagement behaviours -- Conclusion -- Review and discussion questions -- Suggested further reading -- References and notes -- Chapter 13 Performance measurement systems inservice firms -- Objectives -- Introduction -- Designing performance measurement systems for services -- Implementing an integrated performance measurement system -- Conclusion -- Review and discussion questions -- Technical Note -- Suggested further reading -- Notes and references -- Chapter 14 Service guarantees and service-level agreements -- Objectives -- Introduction -- Service guarantees -- Service-level agreements -- Internal service guarantees and service-level agreements -- Conclusion -- Review and discussion questions -- Suggested further reading -- Notes and references -- PART FOUR Developing services -- Chapter 15 Managing innovation in a service environment -- Objectives -- Introduction -- Innovations as spiral processes: the value-constellation approach -- Innovation portfolio management -- Organizing the innovation portfolio: the make-and-buy decision -- From 'closed' to 'open' innovation -- The operational management of innovation -- Managing service innovation -- Conclusion -- Review and discussion questions -- Suggested further reading -- Notes and references -- Chapter 16 Developing Sustainable Strategies -- Objectives -- Introduction -- The nature of strategic management -- The challenges of strategic management for services -- Conclusion -- Review and discussion questions -- Suggested further reading. Notes and references -- Chapter 17 Managing services across national boundaries -- Objectives -- Introduction -- Why internationalize? -- Culture and cultural differences -- Internationalization strategies -- Conclusion -- Review and discussion questions -- Suggested further reading -- Notes and references -- Chapter 18 Servitization: or why services management is relevant for manufacturing environments -- Objectives -- Introduction -- From goods to services -- Why servitization? -- Making the transition -- Conclusion -- Review and discussion questions -- Suggested further reading -- Notes and references -- Technical notes -- Technical note 1 Analysing queuing systems in service environments -- Technical Note 2 Simulation as a tool in designing services -- Technical Note 3 How to manage complaints -- Technical Note 4 Measuring customer satisfaction -- Technical note 5 Data envelopment analysis -- Appendix -- The state probability (P( n )) -- Index. |
| Record Nr. | UNINA-9910150229703321 |
| Harlow, England : , : Pearson, , [2013] | ||
| Materiale a stampa | ||
| Lo trovi qui: Univ. Federico II | ||
| ||