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Serviceology for Services
by Masaaki Mochimaru Kanji Ueda Takeshi TakenakaServices are key activities in the globalization of the economy and also underlie the quality of life of local residents. The advanced work presented in this book was selected from the proceedings of the First International Conference on Serviceology (ICServ2013), held October 16-18, 2013 in Tokyo. This book provides a useful overall guide to the state of the art in theory and practice of services for researchers in various fields, including engineering, marketing, economics, and others. This work also facilitates the scientific systematization of services and promotes technological developments for solutions of industrial issues.
Serviceology for Services: 7th International Conference, ICServ 2020, Osaka, Japan, March 13–15, 2020, Proceedings (Communications in Computer and Information Science #1189)
by Takeshi Takenaka Spring Han Chieko MinamiThis book constitutes the refereed proceedings of the 7th International Conference on Serviceology for Services, held in Osaka, Japan, in March 2020.The 16 full papers and 3 short papers presented in this volume were carefully reviewed and selected from 58 submissions. The papers are organized around the following topics: hospitality management; service innovation and employee engagement; service marketing and consumer behavior; customer experience and service design; service engineering and implementation.
Serviceology for Services: Selected papers of the 1st International Conference of Serviceology (Communications In Computer And Information Science Ser. #1189)
by Masaaki Mochimaru Kanji Ueda Takeshi TakenakaServices are key activities in the globalization of the economy and also underlie the quality of life of local residents. The advanced work presented in this book was selected from the proceedings of the First International Conference on Serviceology (ICServ2013), held October 16–18, 2013 in Tokyo. This book provides a useful overall guide to the state of the art in theory and practice of services for researchers in various fields, including engineering, marketing, economics, and others. This work also facilitates the scientific systematization of services and promotes technological developments for solutions of industrial issues.
Serviceology for Smart Service System
by Yuriko Sawatani Takeshi Takenaka James Spohrer Stephen KwanServices are key activities in a globalized economy and they also underlie the quality of life of local residents. The advanced work presented in this book was selected from the proceedings of the Third International Conference on Serviceology (ICServ2015), held July 7-9, 2015, in San Jose, CA, USA. The conference was supported by the Society for Serviceology. The society was established in 2012 in Japan to explore the scientific systematization of services and to promote technological developments for solutions to industrial issues. This book provides a useful general guide to the state of the art in the theory and practice of services. It can also serve as a valuable reference book for researchers in a wide range of fields from engineering to marketing and economics.
Serviceology for Smart Service System: Selected papers of the 3rd International Conference of Serviceology
by Yuriko Sawatani Takeshi Takenaka James Spohrer Stephen KwanServices are key activities in a globalized economy and they also underlie the quality of life of local residents. The advanced work presented in this book was selected from the proceedings of the Third International Conference on Serviceology (ICServ2015), held July 7–9, 2015, in San Jose, CA, USA. The conference was supported by the Society for Serviceology. The society was established in 2012 in Japan to explore the scientific systematization of services and to promote technological developments for solutions to industrial issues.This book provides a useful general guide to the state of the art in the theory and practice of services. It can also serve as a valuable reference book for researchers in a wide range of fields from engineering to marketing and economics.
Serviceparadigmen und Implikationen für die Vermarktung: Eine Einführung (essentials)
by Christian ArnoldDas Essential bietet eine umfassende Betrachtung der gegenwärtig dominierenden Serviceparadigmen. Christian Arnold erläutert die Kernaussagen des IHIP-Modells, der Leistungslehre und der Service-Dominant Logic. Abgerundet werden die Ausführungen durch eine Darstellung der Implikationen für eine relational-interaktive und damit servicezentrierte Vermarktungsphilosophie.
Serviceroboter: Digitalisierung von Dienstleistungen aus Kunden-, Mitarbeiter- und Managementperspektive (essentials)
by Thomas AfflerbachVeränderungen sind die neue Normalität. Um langfristig bestehen zu können, müssen insbesondere Dienstleistungsunternehmen, die sich bei vielen ihrer Dienstleistungsbegegnungen auf den Faktor Mensch verlassen, ihre Geschäftsabläufe radikal überdenken und die Dienstleistungserbringungen (noch weiter) digitalisieren. Der Einsatz von Servicerobotern kann eine solche Maßnahme zur Digitalisierung sein. In diesem essential wird aufgezeigt, in welchen Einsatzfeldern die Dienstleistungsunternehmen solche Roboter in die Interaktion mit den Kundinnen und Kunden integrieren können, für welche Aufgaben Serviceroboter gut geeignet sind und welche Gestaltungsmerkmale zu beachten sind. Zudem werden aus einer Kunden-, Mitarbeiter- und Managementperspektive sowohl die Chancen als auch die Herausforderungen von Servicerobotern reflektiert sowie Handlungsempfehlungen abgeleitet.
Services Computing – SCC 2018: 15th International Conference, Held as Part of the Services Conference Federation, SCF 2018, Seattle, WA, USA, June 25-30, 2018, Proceedings (Lecture Notes in Computer Science #10969)
by George Spanoudakis Liang-Jie Zhang João Eduardo Ferreira Yutao MaThis book constitutes the proceedings of the International Conference on Services Computing, SCC 2018, as part of SCF 2018, held in Seattle, WA, USA, in June 2018. The 12 papers presented in this volume were carefully reviewed and selected from numerous submissions. The papers cover the science and technology of leveraging computing and information technology to model, create, operate, and manage business services.
Services Global Supply Chains in ASEAN and East Asia: Implications and Opportunities for Regional Integration
by Fukunari Kimura Lurong Chen Christopher Findlay Shandre Mugan ThangaveluThe book provides the analytical framework as well empirical analysis of the development of services GVC in the ASEAN and East Asian region. This book provides extensive discussions at both regional level and respective country level development of services GVC activities. This book highlights discussions on the developments in services and structural transformation and regional development of services liberalization and alignment to the GVC in the ASEAN Member states as well as the East Asian countries of Australia, China, India, Japan, and Korea. The studies in this book also covers key and specific services development in terms of tourism, business services, logistics, heath, aviation, accounting, finance and insurance, BPO services, wholesale and retail, knowledge-based services using the GVC framework.This book focuses on the development of services from a supply chain perspective and a deeper assessment of the implications for the policy coverage and design ofregional integration related to services. This book explores key issues related to migration, movement of people, digital trade, and skills development in the ASEAN countries to adapt to the new dimensions of the GVC activities in the region. This book presents 15 chapters with an overview chapter, country-specific chapters covering 13 ASEAN and East Asian countries and a policy discussion chapter.
Services Liberalization in the EU and the WTO
by Marcus KlamertBoth in WTO law and in EU law there is a dichotomy between liberalization based on market access and liberalization targeting domestic regulation. Consequently, both regimes share the problem of distinguishing national measures impairing market access and those that do not have such effect, as demonstrated in the debate on the Keck principles in EU law and the US - Gambling decision in WTO law. Moreover, both the EU and the WTO exempt certain categories of 'public' services under partly comparable and complex conditions. Specific to EU law are the legal issues that have arisen because of the recent adoption of the Services Directive, which has both amended EU services law and has led to a fragmentation of the rules applicable to different service sectors in the EU. A final chapter discusses possible approaches to regulation such as home state rule, host state rule and mutual recognition from a comparative perspective.
Services Management und Künstliche Intelligenz: Grundlagen und Anwendungsfelder für den Einsatz von KI-unterstützten Services
by Kai Altenfelder Dieter Schönfeld Sonja Kieffer-RadwanDas Herausgeberwerk bietet einen Einblick in das Thema Services Management und Künstliche Intelligenz. In den aufeinander aufbauenden Beiträgen beleuchten die Autorinnen und Autoren technische Grundlagen, praktische Anwendungsfelder, strategische und operative Überlegungen sowie Herausforderungen, die mit der Entwicklung von KI-basierten Services in Unternehmen einhergehen. Im Fokus stehen insbesondere die Kundenzentrierung, die unternehmensinterne KI-Readiness, das Wissensmanagement sowie eine kritische Betrachtung des Datenschutzes und ethischer Fragestellungen. Die Lesenden erhalten Impulse und Best-Practices für die erfolgreiche Implementierung von generativer KI im Services Management, um die Servicequalität zu verbessern und die Zufriedenheit der Kunden proaktiv zu steigern.
Services Management und digitale Transformation: Impulse und Beispiele für die erfolgreiche Umsetzung digitaler Services
by Kai Altenfelder Dieter Schönfeld Wolfgang KrenklerDas Buch zeigt, welchen Einfluss die digitale Transformation auf das Services Management hat und wie ein Wandel in der Unternehmensorganisation erfolgreich umgesetzt werden kann. Der Servicegedanke muss zur Haltung und in die Kultur der Zusammenarbeit integriert werden. In den Unternehmen variiert die Definition des Begriffs „digitale Transformation“ häufig stark. Darin nur die Digitalisierung von bisher analogen Prozessen zu sehen, ist zu kurz gedacht. Darüber hinaus sind Geschäftsmodelle zu überarbeiten und auf die Kunden und ihre Anforderungen individuell auszurichten.Die Autorinnen und Autoren aus Wissenschaft und Praxis haben sich an einem Book-Sprint-Wochenende über die verschiedenen Disziplinen im Services Management ausgetauscht und ihre Erfahrungen und Impulse in diesem Herausgeberwerk festgehalten.In vier Themenbereichen erläutern sie, warum neue Geschäftsmodelle notwendig sind, um bei der digitalen Transformation ein erfolgreiches Servicegeschäft zu etablieren und somit den Erfolg des eigenen Unternehmens zu sichern. Weiterhin haben sie ausgearbeitet, wie eine Strategie und das Portfolio entwickelt werden und wie sich die digitale Wertschöpfung bei der Gestaltung der digitalen Transformation für Dienstleistungen auswirkt.
Services Marketing Cases in Emerging Markets
by Sanjit Kumar Roy Dilip S. Mutum Bang NguyenThis casebook provides students and academics in business management and marketing with a collection of case studies on services marketing and service operations in emerging economies. It explores current issues and practices in Asia, across different areas, countries, commercial and non-commercial sectors. This book is important and timely in providing a framework for instructors, researchers, and students to understand the service dynamics occurring in these countries. It serves as an invaluable resource for marketing and business management students requiring insights into the operationalization of services across different geographical areas in Asia. Students will find it interesting to compare and contrast different markets covering important aspects related to services.
Services Marketing Issues in Emerging Economies
by Atanu AdhikariThis book would enable students, academics and practitioners to develop a thorough understanding on how to address service marketing issues and problems in a variety of settings in emerging economies. This book would also give them the background necessary to think through different elements of service marketing in emerging markets by comparing and contrasting with developed economies. This book will describe the component of service marketing, including service mix, service development, consumer behavior, customer assessment, service communication, role of electronic channel and channel management, service chain, pricing and similar topics. Chapters of the book will focus on creating, communicating and delivering customer value to emerging market consumers through several service marketing strategies, processes and programs in the context of markets dynamics, consumer diversity, and competitors. By way of illustrating various actual business situations, this book will help students, academics and practitioners to build necessary skills to take service marketing decisions in emerging economies. This book would be relevant for students of postgraduate programs of full time MBA, post graduate diploma in management, and executive post graduate programs and doctoral programs to develop a critical understanding of the business scenarios and service marketing strategies in emerging economies.
Services Marketing Management
by Peter Mudie Angela PirrieServices Marketing Management builds on the success of the previous editions, formally entitled 'The Management and Marketing of Services', to provide an easily digestible approach to the service industry with a specific focus on the management and marketing elements.This new edition has been thoroughly revamped to include pedagogical features such as exercises and mini cases throughout the text to consolidate learning and make it more student friendly. New content has been incorporated to bring the subject matter thoroughly up to date, for example featuring more on the Internet, the inclusion of material on call centres in respect of service delivery and service encounter; additional material on customer relationship management (CRM); consideration of frontline employees and internal marketing; and a discussion of revenue management issues in managing demand and capacity.Particularly suitable for students on marketing, business and hospitality courses who require a good grounding in the principles of services marketing, the practical implications are shown clearly and effectively demonstrate how the principles are applied in the real world.A web based lecturer resource accompanies the text.
Services Marketing and Management
by Audrey GilmoreServices Marketing and Management provides an in-depth consideration of how services are conceptualized, designed and managed, creating the basis for a clear understanding of the multi-dimensional aspects of services. Unlike many textbooks on services marketing this book puts services management and delivery in context. Firstly, it explores the effect of organizational structures, management styles, internal marketing and management competencies on service management decision making and implementation. Secondly, Services Marketing and Management considers detailed examples of not-for-profit and for-profit service organizations and service delivery. Finally, this text addresses contemporary issues for services managers and speculates on some of the challenges for the future of services marketing. This textbook is designed for postgraduate and MBA students of services management and services marketing courses as well as undergraduates.
Services Marketing: An Interactive Approach
by Raymond P. Fisk Stephen J. Grove Joby JohnServices Marketing: An Interactive Perspective, fourth edition, focuses on the interactive nature of service experiences. Services are special kinds of experiences that occur when service organizations and their customers interact face-to-face or at long distances. This book explores the interactive aspects of services that create customer experiences.
Services Marketing: Integrating Customer Focus Across the Firm
by Valarie A. Zeithaml Mary Jo Bitner Dwayne D. GremlerServices Marketing, 6/e, is written for students and businesspeople who recognise the vital role that services play in the economy and its future. The advanced economies of the world are now dominated by services, and virtually all companies view service as critical to retaining their customers today and in the future. This edition focuses on knowledge needed to implement service strategies for competitive advantage across industries. In addition to standard marketing topics (such as pricing), this text introduces students to entirely new topics that include management and measurement of service quality, service recovery, the linking of customer measurement to performance measurement, service blueprinting, customer cocreation, and cross-functional treatment of issues through integration of marketing with disciplines such as operations and human resources. Each of these topics represents pivotal content for tomorrow's businesses as they attempt to build strong relationships with their customers.
Services Marketing: People, Technology, Strategy
by Christopher H. Lovelock Jochen WirtzServices Marketing: People, Technology, Strategy is the eighth edition of the globally leading textbook for Services Marketing by Jochen Wirtz and Christopher Lovelock, extensively updated to feature the latest academic research, industry trends, and technology, social media and case examples.This textbook takes on a strong managerial approach presented through a coherent and progressive pedagogical framework rooted in solid academic research. Featuring cases and examples from all over the world, Services Marketing: People, Technology, Strategy is suitable for students who want to gain a wider managerial view of Services Marketing.
Services Offshoring and its Impact on the Labor Market
by Deborah WinklerServices - from information technology to research to finance - are now as subject to international trade as goods have been for decades. What are the labor market consequences of the recent surge in services offshoring? While offshoring has traditionally been found to affect only less-skilled workers in industrialized countries, this study finds that services offshoring also has negative consequences for high-skilled workers. Focusing on the case of Germany, Deborah Winkler shows how services offshoring has grown, who is most affected and what policy makers can do. Winkler measures the impact of services offshoring on German productivity, employment, and employment structure. She provides a well-balanced synthesis of theoretical insights, detailed empirical analysis, and economic policy recommendations. Although her main focus is on the case of Germany, many insights are also applicable to other developed countries.
Services Trade and Development: The Experience of Zambia
by Aaditya Mattoo Lucy PaytonSome see trade in services as irrelevant to the development agenda for least developed countries (LDCs). Others see few benefits from past market openings by LDCs. This book debunks both views. It finds that serious imperfections in Zambia's reform of services trade deprived the country of significant benefits and diminished faith in liberalization. What is to be done? Move aggressively and consistently to eliminate barriers to entry and competition. Develop and enforce regulations to deal with market failures. And implement proactive policies to widen the access of firms, farms, and consumers to services of all kinds. These lessons from Zambia are applicable to all LDCs. In all this, international agreements can help. But to succeed, LDCs mustcommit to open markets and their trading partners must provide assistance for complementary reforms. Zambia, which leads the LDC group at the World Trade Organization, can show the way.
Services Unbound: Digital Technologies and Policy Reform in East Asia and Pacific
by World BankServices are a new force for innovation, trade, and growth in East Asia and Pacific. The dramatic diffusion of digital technologies and partial policy reforms in services--from finance, communication, and transport to retail, health, and education--is transforming these economies. The result is higher productivity and changing jobs in the services sector, as well as in the manufacturing sectors that use these services. A region that has thrived through openness to trade and investment in manufacturing still maintains innovation-inhibiting barriers to entry and competition in key services sectors. 'Services Unbound: Digital Technologies and Policy Reform in East Asia and Pacific' makes the case for deeper domestic reforms and greater international cooperation to unleash a virtuous cycle of increased economic opportunity and enhanced human capacity that would power development in the region.
Services and Employment: Explaining the U.S.-European Gap
by Mary Gregory, Wiemer Salverda & Ronald SchettkatWhy is Europe's employment rate almost 10 percent lower than that of the United States? This "jobs gap" has typically been blamed on the rigidity of European labor markets. But in Services and Employment, an international group of leading labor economists suggests quite a different explanation. Drawing on the findings of a two-year research project that examined data from France, Germany, the Netherlands, the United Kingdom, and the United States, these economists argue that Europe's 25 million "missing" jobs can be attributed almost entirely to its relative lack of service jobs. The jobs gap is actually a services gap. But, Services and Employment asks, why does the United States consume services at such a greater rate than Europe? Services and Employment is the first systematic and comprehensive international comparison on the subject. Mary Gregory, Wiemer Salverda, Ronald Schettkat, and their fellow contributors consider the possible role played by differences in how certain services--particularly health care and education--are provided in Europe and the United States. They examine arguments that Americans consume more services because of their higher incomes and that American households outsource more domestic work. The contributors also ask whether differences between U.S. and European service sectors encapsulate fundamental trans-Atlantic differences in lifestyle choices. In addition to the editors, the contributors include Victor Fuchs, William Baumol, Giovanni Russo, Adriaan Kalwij, Stephen Machin, Andrew Glyn, Joachin Möller, John Schmitt, Michel Sollogoub, Robert Gordon, and Richard Freeman.
Services and the Green Economy
by Andrew Jones Patrik Ström Brita Hermelin Grete RustenServices and the Green Economy addresses a significant gap in theknowledge and understanding of sustainable economic development. Bringingtogether a range of expert contributions the book analyses the role of servicesand service industries in the transition to a greener economy. Framed by anapproach within environmental economic geography, chapters written by leadingresearchers from a range of disciplines explore how service industries, servicefirms and service activities are at heart of green economic processes. Adoptinga global perspective, it includes research from the US, Europe, South Americaand Japan, providing a detailed insight into how the crucial role of serviceindustry activity has often been ignored in current understandings of a greeneconomic transition.
Services and the Knowledge-Based Economy
by Ian Miles Mark BodenFirst published in 2000. Over the past two decades, the service sector have increased dramatically and now occupy the largest share of the economy of advanced industrial societies. Certain business services are regularly cited as evidence for the emergence of a "knowledge economy". In this pioneering book, leading researchers in the fields of service industries and innovation studies investigate the reasons for the growth of the service sectors and this emergent knowledge economy. Drawing on material as diverse as macroeconomic statistics and firm-level case studies, the contributors demonstrate that services are often important innovators in their own right, as well as contributing to innovation and economic performance in their user industries. The question of how far services are special cases, and what specific processes and trajectories characterize their innovative activity is treated systematically. Additionally, a variety of original analyses and information resources are presented. This book should be of value to the student of the modern industrial society, to those seeking to forge policies appropriate to the new context of economic development, and to researchers who are confronting the challenges of the knowledge economy.