Service Science: Research and Innovations in the Service Economy

Service Design and Delivery

Editors: Macintyre, Mairi, Parry, Glenn, Angelis, Jannis (Eds.)

  • 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
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eBook $109.00
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  • ISBN 978-1-4419-8321-3
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  • Download immediately after purchase
Hardcover $139.00
price for USA
  • ISBN 978-1-4419-8320-6
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  • Usually dispatched within 3 to 5 business days.
Softcover $139.00
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  • ISBN 978-1-4614-2856-5
  • Free shipping for individuals worldwide
  • Usually dispatched within 3 to 5 business days.
About this book

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)


Table of contents (11 chapters)

  • Understanding Services and the Customer Response

    Dhaliwal, Jagdeesh S. (et al.)

    Pages 1-18

  • Goods, Products and Services

    Parry, Glenn (et al.)

    Pages 19-29

  • The IBM Story

    Loving, Charles

    Pages 31-40

  • Rethinking Lean Service

    Seddon, John (et al.)

    Pages 41-60

  • Designing Competitive Service Models

    Martinez, Veronica (et al.)

    Pages 61-81

Buy this book

eBook $109.00
price for USA
  • ISBN 978-1-4419-8321-3
  • Digitally watermarked, DRM-free
  • Included format: PDF, EPUB
  • ebooks can be used on all reading devices
  • Download immediately after purchase
Hardcover $139.00
price for USA
  • ISBN 978-1-4419-8320-6
  • Free shipping for individuals worldwide
  • Usually dispatched within 3 to 5 business days.
Softcover $139.00
price for USA
  • ISBN 978-1-4614-2856-5
  • Free shipping for individuals worldwide
  • Usually dispatched within 3 to 5 business days.
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Bibliographic Information

Bibliographic Information
Book Title
Service Design and Delivery
Editors
  • Mairi Macintyre
  • Glenn Parry
  • Jannis Angelis
Series Title
Service Science: Research and Innovations in the Service Economy
Copyright
2011
Publisher
Springer US
Copyright Holder
Springer Science+Business Media, LLC
eBook ISBN
978-1-4419-8321-3
DOI
10.1007/978-1-4419-8321-3
Hardcover ISBN
978-1-4419-8320-6
Softcover ISBN
978-1-4614-2856-5
Series ISSN
1865-4924
Edition Number
1
Number of Pages
XXII, 170
Topics