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Introduction to Service Engineering
What you need to know to engineer the global service economy. As customers and service providers create new value through globally interconnected service enterprises, service engineers are finding new opportunities to innovate, design, and manage the service operations and processes of the new service-based economy. Introduction to Service Engineering provides the tools and information a service engineer needs to fulfill this critical new role. The book introduces engineers as well as students to the fundamentals of the theory and practice of service engineering, covering the characteristics of service enterprises, service design and operations, customer service and service quality, web-base...
The Well-being Transition
The purpose of this volume, bringing together key actors of the well-being community, including scholars and policy-makers, is to advance the understanding and undertaking of the well-being transition away from growth and toward resilience and sustainability, at a time when this progress has become a vital necessity. A decade after the publication of the Stiglitz Report (2009), alternative visions to GDP and growth, that flourished in the 1970s, have re-emerged from all corners of the world, at all levels of governance. Yet, GDP and growth remain very much dominant in defining public policies, influencing businesses and shaping imaginaries. This book moves forward on two urgent tasks that stand before us in order to make progress in the well-being transition: first, connecting well-being to sustainability in a consistent framework highlighting their complementarity, using health as a pivot; second, operationalizing well-being indicators, i.e. integrating them into policy at all levels of governance.
Elgar Encyclopedia of Services
The Encyclopedia of Services is a ground-breaking resource that offers a unique overview of what constitutes the main source of wealth and employment in our contemporary economies, namely services. This title contains one or more Open Access chapters.
Flexible Working in Food Retailing
This book makes use of a four country research programme, covering France, Germany, Great Britain and Japan. Investigations and interviews at store, company and individual levels paint a picture of working times in the sector and in each of the countries. The volume provides some explanations for national differences as well as the similarities; supply and demand issues, as well as societal and social backgrounds. Large format food retailing is a major force in each country, employing millions in many different situations and conditions. This book suggests opportunities for retailers and employees to better manage their situations.
The Handbook of Innovation and Services
'This book represents a significant step towards dealing with the lacuna constituted by the inadequacy of the literature on the services. And, as such, it approaches its task from a variety of directions.' From the foreword by William J. Baumol, New York University, US 'The Handbook of Innovation and Services is an exceptional volume. Its contributors, including Faïz Gallouj, William Baumol, Jean Gadrey, and Pascal Petit, are among the major thinkers in both the fields of the economics of services and the economics of innovation. Selected topics include the "cost disease", services innovation in the global economy, social innovation in the services, and innovation and employment in services...
Technological Economy
In this major new collection, leading experts explore the multidisciplinary connections between technology and economy, drawing on new convergences between economic sociology and science and technology studies. Through theoretical and empirical studies, the authors investigate: * economics and economic knowledges as technologies * the economies as socio-technical arrangements * the nature of innovation * the role of technological mediations in representing and performing economies. This revealing book, ideal for those with an interest in contemporary social theory, interrogates the evidence for the contemporary claims about the emergence of the ‘new economy’ and ‘knowledge-based economies’ and sheds new light on the relationship between economy and culture.
Our Modern Times
How information technology has replaced the work culture of paternalism and standardization with one of isolation and insecurity.
A Customer-oriented Manager for B2B Services
The notion of customer orientation is becoming a necessity rather than a choice for many companies. It is a lasting response to competitive pressure and supports the company in a renewed definition of its mission, beyond direct economic gain. Within B2B services, the manager, through proximity to their team, their market and their client, is the essential actor in the deployment of this orientation. A Customer-oriented Manager for B2B Services provides managers with the knowledge and tools necessary to implement customer orientation themselves, with the involvement of their extended team. To this end, this book presents a four-step approach: understand the fundamentals of customer orientation in B2B services, know the customer, make the most of the offer and deliver the service.
F. W. Taylor
Following the volumes on Henri Fayol, this next mini-set in the series focuses on F.W. Taylor, the initiator of "scientific management". Taylor set out to transform what had previously been a crude art form in to a firm body of knowledge.
The Global City
This classic work chronicles how New York, London, and Tokyo became command centers for the global economy and in the process underwent a series of massive and parallel changes. What distinguishes Sassen's theoretical framework is the emphasis on the formation of cross-border dynamics through which these cities and the growing number of other global cities begin to form strategic transnational networks. All the core data in this new edition have been updated, while the preface and epilogue discuss the relevant trends in globalization since the book originally came out in 1991.
