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.
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| Format: | Electronic |
| Language: | English |
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Hershey, Pa. :
IGI Global (701 E. Chocolate Avenue, Hershey, Pennsylvania, 17033, USA),
c2012.
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| Online Access: | Chapter PDFs via platform: |
Table of Contents:
- 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
- 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.