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Service innovation management [[electronic resource] /] / guest editor Allard C.R. van Riel
| Service innovation management [[electronic resource] /] / guest editor Allard C.R. van Riel |
| Edizione | [1st ed.] |
| Pubbl/distr/stampa | Bradford, England, : Emerald Group Publishing, c2005 |
| Descrizione fisica | 1 online resource (124 p.) |
| Disciplina | 658.812 |
| Altri autori (Persone) | van RielAllard C. R |
| Collana | Managing service quality: an international journal |
| Soggetto topico |
Customer services
Quality control |
| ISBN |
1-280-50985-6
9786610509850 1-84544-868-5 |
| Formato | Materiale a stampa  |
| Livello bibliografico | Monografia |
| Lingua di pubblicazione | eng |
| Nota di contenuto | CONTENTS; EDITORIAL ADVISORY BOARD; Introduction to the special issue on service innovation management; Leadership styles in technology acceptance: do followers practice what leaders preach?; Linking perceived value and loyalty in location-based mobile services; The added value of web innovation for customer satisfaction; Service innovation and customer choices in the hospitality industry; The role of guides in artistic industries; What works, and why, in business services provision for SME: insights from evolutionary theory; Call for papers; Note from the publisher |
| Record Nr. | UNINA-9910824226503321 |
| Bradford, England, : Emerald Group Publishing, c2005 | ||
| Materiale a stampa | ||
| Lo trovi qui: Univ. Federico II | ||
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Service leadership [[electronic resource] ] : the quest for competitive advantage / / Svafa Gro?nfeldt, Judith Strother
| Service leadership [[electronic resource] ] : the quest for competitive advantage / / Svafa Gro?nfeldt, Judith Strother |
| Autore | Gro??nfeldt Svafa |
| Pubbl/distr/stampa | Thousand Oaks, Calif. ; ; London, : SAGE, c2006 |
| Descrizione fisica | 1 online resource (337 p.) |
| Disciplina | 658.812 |
| Altri autori (Persone) | StrotherJudith B |
| Soggetto topico |
Customer services - Management
Customer relations |
| Soggetto genere / forma | Electronic books. |
| ISBN |
1-4522-6673-5
1-4129-1374-8 1-322-30675-3 |
| Formato | Materiale a stampa |
| Livello bibliografico | Monografia |
| Lingua di pubblicazione | eng |
| Nota di contenuto | Cover; Contents; Foreword; 1 - Introduction; Part 1: Strategizing the Promise; 2 - Looking Back on Service; 3 - Leading the Service Wave; 4 - Formulating Strategic Promises; Part 2: Designing the Process; 5 - Developing the Service Strategy; 6 - Designing the Service Process; 7 - Strategizing for Service Recovery; 8 - Designing Service Metrics; Part 3: Engaging the Providers; 9 - Activating Customer Orientation; 10 - Managing Service Organizations; 11 - Implementing Human Resources Policies for Service Organizations; References; Index; About the Authors |
| Record Nr. | UNINA-9910480184403321 |
Gro??nfeldt Svafa
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| Thousand Oaks, Calif. ; ; London, : SAGE, c2006 | ||
| Materiale a stampa | ||
| Lo trovi qui: Univ. Federico II | ||
| ||
Service leadership [[electronic resource] ] : the quest for competitive advantage / / Svafa Gro?nfeldt, Judith Strother
| Service leadership [[electronic resource] ] : the quest for competitive advantage / / Svafa Gro?nfeldt, Judith Strother |
| Autore | Gro??nfeldt Svafa |
| Pubbl/distr/stampa | Thousand Oaks, Calif. ; ; London, : SAGE, c2006 |
| Descrizione fisica | 1 online resource (xiii, 319 p.) : ill |
| Disciplina | 658.812 |
| Altri autori (Persone) | StrotherJudith B |
| Soggetto topico | Customer services - Management |
| ISBN |
1-4522-7912-8
1-4522-6673-5 1-4129-1374-8 1-322-30675-3 |
| Formato | Materiale a stampa |
| Livello bibliografico | Monografia |
| Lingua di pubblicazione | eng |
| Nota di contenuto | Cover; Contents; Foreword; 1 - Introduction; Part 1: Strategizing the Promise; 2 - Looking Back on Service; 3 - Leading the Service Wave; 4 - Formulating Strategic Promises; Part 2: Designing the Process; 5 - Developing the Service Strategy; 6 - Designing the Service Process; 7 - Strategizing for Service Recovery; 8 - Designing Service Metrics; Part 3: Engaging the Providers; 9 - Activating Customer Orientation; 10 - Managing Service Organizations; 11 - Implementing Human Resources Policies for Service Organizations; References; Index; About the Authors |
| Record Nr. | UNINA-9910785737703321 |
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Gro??nfeldt Svafa
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| Thousand Oaks, Calif. ; ; London, : SAGE, c2006 | ||
| Materiale a stampa | ||
| Lo trovi qui: Univ. Federico II | ||
| ||
Service leadership [[electronic resource] ] : the quest for competitive advantage / / Svafa Gro?nfeldt, Judith Strother
| Service leadership [[electronic resource] ] : the quest for competitive advantage / / Svafa Gro?nfeldt, Judith Strother |
| Autore | Gro??nfeldt Svafa |
| Pubbl/distr/stampa | Thousand Oaks, Calif. ; ; London, : SAGE, c2006 |
| Descrizione fisica | 1 online resource (xiii, 319 p.) : ill |
| Disciplina | 658.812 |
| Altri autori (Persone) | StrotherJudith B |
| Soggetto topico | Customer services - Management |
| ISBN |
1-4522-7912-8
1-4522-6673-5 1-4129-1374-8 1-322-30675-3 |
| Formato | Materiale a stampa |
| Livello bibliografico | Monografia |
| Lingua di pubblicazione | eng |
| Nota di contenuto | Cover; Contents; Foreword; 1 - Introduction; Part 1: Strategizing the Promise; 2 - Looking Back on Service; 3 - Leading the Service Wave; 4 - Formulating Strategic Promises; Part 2: Designing the Process; 5 - Developing the Service Strategy; 6 - Designing the Service Process; 7 - Strategizing for Service Recovery; 8 - Designing Service Metrics; Part 3: Engaging the Providers; 9 - Activating Customer Orientation; 10 - Managing Service Organizations; 11 - Implementing Human Resources Policies for Service Organizations; References; Index; About the Authors |
| Record Nr. | UNINA-9910811418503321 |
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Gro??nfeldt Svafa
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| Thousand Oaks, Calif. ; ; London, : SAGE, c2006 | ||
| Materiale a stampa | ||
| Lo trovi qui: Univ. Federico II | ||
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Service management : come riconoscere e soddisfare le aspettative del cliente per ottenere un vantaggio competitivo / KarlAlbrecht, Lawrence J. Bradford
| Service management : come riconoscere e soddisfare le aspettative del cliente per ottenere un vantaggio competitivo / KarlAlbrecht, Lawrence J. Bradford |
| Autore | Albrecht, Karl <1941-> |
| Pubbl/distr/stampa | Milano : F. Angeli, c 1993 |
| Descrizione fisica | 224 p. ; 22 cm |
| Disciplina | 658.812 |
| Collana | Formazione permanente. Sez. 1, Problemi d'oggi |
| Soggetto non controllato |
Vendite - Organizzazione
Clientela |
| Formato | Materiale a stampa |
| Livello bibliografico | Monografia |
| Lingua di pubblicazione | ita |
| Record Nr. | UNINA-990006784630403321 |
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Albrecht, Karl <1941->
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| Milano : F. Angeli, c 1993 | ||
| Materiale a stampa | ||
| Lo trovi qui: Univ. Federico II | ||
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Service management : come riconoscere e soddisfare le aspettative del cliente per ottenere un vantaggio competitivo / Karl Albrecht, Lawrence J. Bradford
| Service management : come riconoscere e soddisfare le aspettative del cliente per ottenere un vantaggio competitivo / Karl Albrecht, Lawrence J. Bradford |
| Autore | ALBRECHT, Karl |
| Pubbl/distr/stampa | Milano : F. Angeli, c1993 |
| Descrizione fisica | 216 p. ; 22 cm |
| Disciplina | 658.812 |
| Altri autori (Persone) | BRADFORD, Lawrence J. |
| Collana | Formazione permanente. Sez. 1, Problemi d'oggi |
| Soggetto topico | Vendite - Organizzazione |
| ISBN | 88-204-8010-7 |
| Formato | Materiale a stampa |
| Livello bibliografico | Monografia |
| Lingua di pubblicazione | ita |
| Record Nr. | UNISA-990002759470203316 |
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ALBRECHT, Karl
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| Milano : F. Angeli, c1993 | ||
| Materiale a stampa | ||
| Lo trovi qui: Univ. di Salerno | ||
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Service orient or be doomed! [[electronic resource] ] : how service orientation will change your business / / Jason Bloomberg, Ronald Schmelzer
| Service orient or be doomed! [[electronic resource] ] : how service orientation will change your business / / Jason Bloomberg, Ronald Schmelzer |
| Autore | Bloomberg Jason <1961-> |
| Edizione | [1st edition] |
| Pubbl/distr/stampa | Hoboken, N.J., : Wiley, c2006 |
| Descrizione fisica | 1 online resource (274 p.) |
| Disciplina | 658.812 |
| Altri autori (Persone) | SchmelzerRon |
| Soggetto topico | Management information systems |
| Soggetto genere / forma | Electronic books. |
| ISBN |
1-119-20175-6
1-280-45027-4 9786610450275 0-471-79224-1 |
| Formato | Materiale a stampa |
| Livello bibliografico | Monografia |
| Lingua di pubblicazione | eng |
| Nota di contenuto | The business inflexibility trap -- If you're in a hole, the first thing to do is stop digging -- What really happened to ebusiness -- What do you want your IT to do, anyway? -- The secret sauce : loose coupling -- Service orientation : light at the end of the tunnel -- Is there an architect in the house? -- How to think service oriented -- Okay, so where do we start? -- Tackling the inertia in the organization -- Build agility with agility -- Becoming a service-oriented enterprise. |
| Record Nr. | UNINA-9910143410203321 |
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Bloomberg Jason <1961->
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| Hoboken, N.J., : Wiley, c2006 | ||
| Materiale a stampa | ||
| Lo trovi qui: Univ. Federico II | ||
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Service orient or be doomed! [[electronic resource] ] : how service orientation will change your business / / Jason Bloomberg, Ronald Schmelzer
| Service orient or be doomed! [[electronic resource] ] : how service orientation will change your business / / Jason Bloomberg, Ronald Schmelzer |
| Autore | Bloomberg Jason <1961-> |
| Edizione | [1st edition] |
| Pubbl/distr/stampa | Hoboken, N.J., : Wiley, c2006 |
| Descrizione fisica | 1 online resource (274 p.) |
| Disciplina | 658.812 |
| Altri autori (Persone) | SchmelzerRon |
| Soggetto topico | Management information systems |
| ISBN |
1-119-20175-6
1-280-45027-4 9786610450275 0-471-79224-1 |
| Formato | Materiale a stampa |
| Livello bibliografico | Monografia |
| Lingua di pubblicazione | eng |
| Nota di contenuto | The business inflexibility trap -- If you're in a hole, the first thing to do is stop digging -- What really happened to ebusiness -- What do you want your IT to do, anyway? -- The secret sauce : loose coupling -- Service orientation : light at the end of the tunnel -- Is there an architect in the house? -- How to think service oriented -- Okay, so where do we start? -- Tackling the inertia in the organization -- Build agility with agility -- Becoming a service-oriented enterprise. |
| Record Nr. | UNINA-9910678186803321 |
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Bloomberg Jason <1961->
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| Hoboken, N.J., : Wiley, c2006 | ||
| Materiale a stampa | ||
| Lo trovi qui: Univ. Federico II | ||
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Service quality [[electronic resource] ] : new directions in theory and practice / / editors, Roland T. Rust, Richard L. Oliver
| Service quality [[electronic resource] ] : new directions in theory and practice / / editors, Roland T. Rust, Richard L. Oliver |
| Autore | Rust Roland |
| Pubbl/distr/stampa | Thousand Oaks, Calif. ; ; London, : SAGE, c1994 |
| Descrizione fisica | 1 online resource (201 p.) |
| Disciplina | 658.812 |
| Altri autori (Persone) |
RustRoland T
OliverRichard L. <1945-2016.> |
| Soggetto topico |
Consumer satisfaction
Customer services - Quality control Customer services -- Quality control Commerce Business & Economics Marketing & Sales |
| Soggetto genere / forma | Electronic books. |
| ISBN |
0-8039-4919-7
1-322-41861-6 1-4522-6248-9 |
| Formato | Materiale a stampa |
| Livello bibliografico | Monografia |
| Lingua di pubblicazione | eng |
| Nota di contenuto | Cover; Contents; Introduction to the Series; 1 - Introducing Service Quality; 2 - Conceptualization and Measurement of Service Quality; 3 - Service Operations and the Presence of the Customer; 4 - Service Climate; 5 - Where Are We and Where Do We Go From Here?; Author Index; Subject Index; About the Authors |
| Record Nr. | UNINA-9910479960403321 |
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Rust Roland
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| Thousand Oaks, Calif. ; ; London, : SAGE, c1994 | ||
| Materiale a stampa | ||
| Lo trovi qui: Univ. Federico II | ||
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Service quality : new directions in theory and practice / [editors] Roland T. Rust, Richard L. Oliver
| Service quality : new directions in theory and practice / [editors] Roland T. Rust, Richard L. Oliver |
| Pubbl/distr/stampa | Thousand Oaks : Sage, c1994 |
| Descrizione fisica | 289 p. ; 22 cm |
| Disciplina | 658.812 |
| Soggetto non controllato |
Statistica aziendale
Controllo di qualità e affidabilità Qualità - servizi |
| ISBN | 0-8039-4920-0 |
| Formato | Materiale a stampa |
| Livello bibliografico | Monografia |
| Lingua di pubblicazione | eng |
| Record Nr. | UNINA-990003416320403321 |
| Thousand Oaks : Sage, c1994 | ||
| Materiale a stampa | ||
| Lo trovi qui: Univ. Federico II | ||
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