Designing service excellence : people and technology /: people and technology. (2014)

• Record Type: Book
• Further Information: Note: Brian Hunt and Toni Ivergård.
• Authors: Hunt, Brian, 1950-; Ivergård, Toni
• Contents: Service: Definitions and Attributes ; Toward a Definition of Service; Fundamentals of a Service Encounter; Key Components of Service; Service and Service Management; Transfer of Ownership; Service Requires an Immediate User; Service Processes Differ from Manufacturing Processes; Manufacture and Delivery of Products Are Separated; by Time and Space; Service Provision Is Personal and Immediate; Service Is Emotional; Service and Trust; Endnotes; ; Service and Moments of Truth ; Service and the Moment of Truth; Service as Serial Moments of Truth; Moments of Truth in Practice: Scandinavian Airlines System (SAS); Implications of Managing Moments of Truth; Daily Moments of Truth; Moments of Truth, the Customer and the Employee; Recognizing Moments of Truth in Service Delivery; Endnotes; ; Service Management, Service Systems, and Service Excellence ; The Moment of Truth: El Momento de Verdad ; Ensuring Quality at the Point of Service Delivery; Moments of Truth as an Opportunity for Assessing Service Quality; A Service Delivery System, including Organizational Systems and Processes; Endnotes; ; People and Service: Customers ; Service and the Customer; Reputation Matters; The Costs of Poor Service; Loyal Customers; Endnotes; ; People, Technology, and Usability: An Ergonomic Perspective ; Ergonomics: A Brief Overview; Fundamentals and Criteria of Ergonomics and Usability; Ergonomics: Aiming for Balance; Motives for Physical Design as a Part of Excellence in Design and Practice; Usability/Ergonomics Related to Different User Groups; The World Is Getting Older; Aging Populations and Sustainable Work Life; An Aging Workforce and Technology; Managing and Assuring Ergonomics and Usability; Endnotes; ; Leading Organizations and Employees toward Service Excellence ; Identifying Leadership; A Leader’s Key Tasks: Develop the Organization and Its People; Leadership the Richard Branson Way; Leaders and Organizational Development; Leadership and Moments of Truth: Making a Difference in; Service Organizations; Endnotes; ; Leading Organizations as if People Matter: Humanist Approaches ; Leadership Matters and People Matter; The Humanistic School of Management; Employees Come First; Endnotes; ; Service in and by Public Sector Organizations ; Service in and by the Public Sector; Moments of Truth in Public Service Delivery; Managing Moments of Truth in Public Service Delivery; The Future of the Public Sector Work and the Potential; of Automation; Endnotes; ; Public Sector Culture and Values: Delivering Public; Service Excellence ; The Work and Structure of the Agency; Delivering Public Service: A Political Dimension; The Agency’s Organizational Culture and Values; The Agency as a Cadre Organization; The Agency’s Service Delivery and Performance Measurement; Performance Measurement of the Local Branch Offices; Employee Evaluation of Work Conditions (Feedback); Public Service Excellence; Endnotes; ; Designing a Service Dream: Excellence from Merging Public and Private Service ; Excellence in a Private and in a Public Organization; Service Excellence in a Large International Private Sector Organization; Service Excellence in a Large Public Sector Organization; Learning between Private and Public Sector Organizations; Endnotes; ; Service and Technology in Retailing: History, Concepts, and Concerns ; Retailing and the Moment of Truth; The Birth of Modern-Day Retailing: Le Bon Marché ; What the Retail Pioneers Gave to Modern-Day Retailing; Endnotes; The Future of Service Excellence through People and Technology ; The Moment of Truth from an Ergonomics Perspective; Service through Automation: A New Era Takes Shape; The Customer as Co-Producer of Value in the Service Encounter; Endnotes; Index
• Edition: 1st
• Publisher Details: Boca Raton : CRC Press
• Publication Date: 2014
• Extent: 1 online resource, illustrations (black and white)
• Subjects: 658.812; Customer services; Customer services -- Technological innovations
• Languages: English
• ISBNs: 9781439840474
• Related ISBNs: 9781439840467
• Notes: Note: Includes bibliographical references and index.; Note: Description based on CIP data; item not viewed.
• Access Rights: Legal Deposit; Only available on premises controlled by the deposit library and to one user at any one time; The Legal Deposit Libraries (Non-Print Works) Regulations (UK).
• Access Usage: Restricted: Printing from this resource is governed by The Legal Deposit Libraries (Non-Print Works) Regulations (UK) and UK copyright law currently in force.