Cover Image

Service science research, strategy and innovation dynamic knowledge management methods /

"This book explores areas such as strategy development, service contracts, human capital management, leadership, management, marketing, e-government, and e-commerce"--Provided by publisher.

Bibliographic Details
Corporate Author: IGI Global.
Other Authors: Delener, Nejdet.
Format: Electronic
Language:English
Published: Hershey, Pa. : IGI Global (701 E. Chocolate Avenue, Hershey, Pennsylvania, 17033, USA), c2012.
Subjects:
Service industries > Management.
Service industries > Information technology.
Knowledge management.
Business strategy
Business-to-business E-commerce
Service exports
Managing intercultural service encounters
Productivity and innovation in services
Service failure
Service recovery
Service performance of local governments
Service-based business models
Sustainability
Technology management tools
Online Access:Chapter PDFs via platform:
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020 # # |z 9781466600775 (hardcover) 
020 # # |z 9781466600799 (print & perpetual access) 
024 7 # |a 10.4018/978-1-46660-077-5  |2 doi 
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082 0 4 |a 658  |2 23 
245 0 0 |a Service science research, strategy and innovation  |b dynamic knowledge management methods /  |c N. Delener, editors.  |h [electronic resource] : 
260 # # |a Hershey, Pa. :  |b IGI Global (701 E. Chocolate Avenue, Hershey, Pennsylvania, 17033, USA),  |c c2012. 
300 # # |a electronic texts (616 p.) :  |b digital files. 
504 # # |a Includes bibliographical references. 
505 0 # |a 1. Services and service management / Balázs Heidrich and Gábor Réthi -- 2. The management of services contracts / Guy Callender -- 3. A model of profitable service recovery / Kristen Bell DeTienne and Aaron Brough -- 4. Increasing service exports: a key contributor in the growth of the global knowledge economy / Max Coulthard -- 5. A theoretical and empirical investigation into service failure and service recovery in the restaurant industry / Pierre Mostert, Danie Petzer and Christine De Meyer -- 6. Structuring the service encounter: a test of alternatives / Maria da Graça Batista, Miguel Pina e Cunha and Armenio Rego -- 7. How service firms manage innovation: development process and factors of success / Frederic Jallat -- 8. Managing intercultural service encounters: establishing the need for intercultural training / Suvenus Sophonsiri and G. Barry O'Mahony -- 9. The role of external indicators in measuring the service performance of local governments: an Italian case study / Fabio Cassia and Francesca Magno -- 10. Service science, value creation, and sustainable development: understanding service-based business models for sustainable future / Albena Antonova -- 11. Productivity and innovation in services: the multidisciplinary perspective offered by service science / Aleksandar Ivanovic and Leonora Fuxman -- 12. Technology-induced customer services in the developing countries / Wilson Ozuem and Geoff Lancaster -- 13. Technical competitive intelligence system: an innovation and technology management tool / Leonel Cezar Rodrigues -- 
505 8 # |a 14. Business-to-consumers eCommerce: how companies use the internet in marketing products and services to consumers / Fahri Karakaya -- 15. B2B eCommerce: current practices / Fahri Karakaya -- 16. An innovative firm: the Renova case study / Susana Rodrigues -- 17. Service science innovations: E-government / Tatiana Leonova and Galina Plotnikova -- 18. Resources, capabilities, and business success / Alan Simon and Chloe Bartle -- 19. Understanding business strategy / Emanuel Gomes and Paul Jackson -- 20. Business strategies incorporating sustainable development principles: toward an application of a function company / Calin Gurau Céline Pascual-Espuny and Ashok Ranchhod -- 21. Entrepreneurship and competitive strategy / Shepherd Dhilwayo -- 22. Leadership perspectives on the global market for corporate control / Kathleen Marshall Park -- 23. PLC and SWOT reengineered: strategy development tools for service industries in global competition / Peter Mayer and Robert G. Vambery -- 24. Strategic marketing: models and plans / Noel Doherty and F. Victor Lu -- 25. Business education across cultures and languages / Yamen Koubaa -- 26. New perspectives on knowledge management / Helmut Kasper, Jürgen Mühlbacher and Barbara Müller -- 27. Formulating a knowledge management strategy / Adeline du Toit and Carina Human -- 28. International applications of knowledge intensive services of management and IT consulting in transitional countries / Leonora Fuxman and Aleksandar Ivanovic -- 29. Network strategies of hospitality companies in emerging and transitory economies: evidence from Russia / Olga Balaeva ... [et al.] -- 30. Dynamic knowledge: diagnosis and customer service / Jos ̌G. Hernández, María J. García and Gilberto J. Hernández -- 31. Knowledge is power: knowledge management, innovation, and competitive advantage: an example from Egypt / Rania Nafie and Stephanie Jones -- 32. Human capital management and optimization: a resource-based view / Jürgen Mühlbacher. 
506 # # |a Restricted to subscribers or individual electronic text purchasers. 
520 3 # |a "This book explores areas such as strategy development, service contracts, human capital management, leadership, management, marketing, e-government, and e-commerce"--Provided by publisher. 
530 # # |a Also available in print. 
538 # # |a Mode of access: World Wide Web. 
588 # # |a Description based on title screen (IGI Global, viewed December 19, 2011). 
650 # 0 |a Service industries  |x Management. 
650 # 0 |a Service industries  |x Information technology. 
650 # 0 |a Knowledge management. 
653 # # |a Business strategy 
653 # # |a Business-to-business E-commerce 
653 # # |a Service exports 
653 # # |a Managing intercultural service encounters 
653 # # |a Productivity and innovation in services 
653 # # |a Service failure 
653 # # |a Service recovery 
653 # # |a Service performance of local governments 
653 # # |a Service-based business models 
653 # # |a Sustainability 
653 # # |a Technology management tools 
700 1 # |a Delener, Nejdet. 
710 2 # |a IGI Global. 
776 0 # |c (Original)  |w (DLC)2011044014 
776 0 8 |i Print version:  |w (DLC) 2011044014  |z 9781466600775  |z 1466600772 
856 4 1 |u https://ezaccess.library.uitm.edu.my/login?url=http://services.igi-global.com/resolvedoi/resolve.aspx?doi=10.4018/978-1-46660-077-5  |3 Chapter PDFs via platform: 

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