Introduction to service engineering:
Gespeichert in:
| Format: | Buch |
|---|---|
| Sprache: | English |
| Veröffentlicht: |
Hoboken, N.J
Wiley & Sons
2010
|
| Schlagworte: | |
| Online-Zugang: | Inhaltsverzeichnis Buchcover |
| Beschreibung: | Includes index |
| Beschreibung: | XII, 659 S. Ill., graph. Darst., Kt. |
| ISBN: | 9780470382417 |
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| 245 | 1 | 0 | |a Introduction to service engineering |c Gavriel Salvendy and Waldemar Karwowski |
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| 650 | 0 | |a Customer service / Information technology | |
| 650 | 0 | |a Service-oriented architecture (Computer science) | |
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Datensatz im Suchindex
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|---|---|
| adam_text | Titel: Introduction to service engineering
Autor: Salvendy, Gavriel
Jahr: 2010
CONTENTS
Preface vi
Contributor viii
I Introduction 1
1 Service Science: Toward a Smarter Planet 3
). Spohrerand P. P. Maglio
2 A Unified Service Theory 31
S. E. Sampson
3 Work in the Service Economy 48
J. Blomberg
II Service Enterprises 71
4 Development of Hybrid Solutions?A Challenge for Organizations
in a Competitive Environment 73
K. J. Zink, T. Baudach, and M. Kramp
5 Enterprise Value Creation in the Global Service Economy 100
A. Herman
6 Architecture of Service Organizations 109
M. Cases, D. A. Bodner, and B. Mutnury
iii
Contents
7 Service Enterprise Modeling 1 35
Y. Yih and A. Chaturvedi
8 Applying the Methods of Systems Engineering to Services
Engineering 159
M. R. Mott
III Service Design 177
9 Customer-Centered Design of Service Organizations 1 79
W. Karwowski, C. Salvendy, and T. Ahram
10 Design of Service-Oriented Architecture (SOA) 207
L.-j. Zhang and F. Bernardini
11 Design of Collaborative e-Service Systems 227
H. S. KoandS. Y. Nof
12 New Service Development Process 253
K. j. Kim and T. Meiren
1 3 A Methodology for Designing Services: A Modeling Method,
Design Method, CAD Tool, and Their Industrial Applications 268
T. Sakao, E. Sundin, M. Lindahl, and Y. Shimomura
IV Service Operations 295
14 Service Operations and Management 297
S. McLaughlin
15 A Service Perspective of Marketing, Operations, and Value Creation 316
M. A. Akaka, S. L. Vargo, and R. F. Lusch
16 Service Processes 338
P. Lillrank
1 7 Service Call Centers: Design and Operation 365
R. Feinberg and C. Briggs
V Customer Service and Service Quality 379
18 Lean Service 381
F. Voehl and A. Elshennawy
Contents
19 Designing for Service: Creating an Experience Advantage 403
S. Evenson and H. Dubberly
20 Complaint Management 414
B. Staussand W. Seidel
21 Integrating Service Quality and Human Factors 433
C. Drury
VI Web Services 445
22 Designing Web-Based Services 447
N. Partarakis, C. Doulgeraki, M. Antona, and C. Stephanidis
23 Web Service Technology 488
C. Pautasso
24 The Development of Web-Based Services 502
N. Partarakis, C. Doulgeraki, M. Antona, and C. Stephanidis
25 Global e-Organization 533
N. Dholakia and R. R. Dholakia
VII Innovation in Service Systems 545
26 The Evolution of Service Engineering?Toward the Implementation
of Designing Integrative Solutions 547
H. Luczak and G. Cudergan
27 Managing Service Innovation 576
j.Tidd and F.Hull
28 Streamlining the Delivery of Complex SOA Solutions with
Global Resources 602
K. Ratakonda, Y.-M. Chee, D. Oppenheim, and F. Bernardini
29 Technology Transfer Streams in Service Industry 621
W. M. Crudzewski and I. K. Hejduk
Index 645
|
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| spelling | Introduction to service engineering Gavriel Salvendy and Waldemar Karwowski Hoboken, N.J Wiley & Sons 2010 XII, 659 S. Ill., graph. Darst., Kt. txt rdacontent n rdamedia nc rdacarrier Includes index Computer networks / Management Service industries / Information technology Customer service / Information technology Service-oriented architecture (Computer science) Systems engineering Management science Computer networks Management Customer services Information technology Service industries Information technology Systemtechnik (DE-588)4140901-2 gnd rswk-swf Dienstleistungssektor (DE-588)4012183-5 gnd rswk-swf Kundendienst (DE-588)4135134-4 gnd rswk-swf Rechnernetz (DE-588)4070085-9 gnd rswk-swf (DE-588)4143413-4 Aufsatzsammlung gnd-content Dienstleistungssektor (DE-588)4012183-5 s Kundendienst (DE-588)4135134-4 s Rechnernetz (DE-588)4070085-9 s Systemtechnik (DE-588)4140901-2 s DE-604 Salvendy, Gavriel 1938- Sonstige (DE-588)114171327 oth Karwowski, Waldemar 1953- Sonstige (DE-588)131716859 oth HBZ Datenaustausch application/pdf http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=018925237&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA Inhaltsverzeichnis SWB Datenaustausch application/pdf http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=018925237&sequence=000003&line_number=0002&func_code=DB_RECORDS&service_type=MEDIA Buchcover |
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| title | Introduction to service engineering |
| title_auth | Introduction to service engineering |
| title_exact_search | Introduction to service engineering |
| title_full | Introduction to service engineering Gavriel Salvendy and Waldemar Karwowski |
| title_fullStr | Introduction to service engineering Gavriel Salvendy and Waldemar Karwowski |
| title_full_unstemmed | Introduction to service engineering Gavriel Salvendy and Waldemar Karwowski |
| title_short | Introduction to service engineering |
| title_sort | introduction to service engineering |
| topic | Computer networks / Management Service industries / Information technology Customer service / Information technology Service-oriented architecture (Computer science) Systems engineering Management science Computer networks Management Customer services Information technology Service industries Information technology Systemtechnik (DE-588)4140901-2 gnd Dienstleistungssektor (DE-588)4012183-5 gnd Kundendienst (DE-588)4135134-4 gnd Rechnernetz (DE-588)4070085-9 gnd |
| topic_facet | Computer networks / Management Service industries / Information technology Customer service / Information technology Service-oriented architecture (Computer science) Systems engineering Management science Computer networks Management Customer services Information technology Service industries Information technology Systemtechnik Dienstleistungssektor Kundendienst Rechnernetz Aufsatzsammlung |
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