Designing Service Excellence People and Technology 1st Edition by Brian Hunt, Toni Ivergard ISBN 1439840474 9781439840474

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Product details:

ISBN 10: 1439840474 
ISBN 13: 9781439840474
Author: Brian Hunt, Toni Ivergard

Designing Service Excellence People and Technology 1st Table of contents:

1 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
2 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
3 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
4 People and Service: Customers
Service and the Customer
Reputation Matters
The Costs of Poor Service
Loyal Customers
Endnotes
5 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
6 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
7 Leading Organizations as if People Matter: Humanist Approaches
Leadership Matters and People Matter
The Humanistic School of Management
Employees Come First
Endnotes
8 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
9 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 (360° Feedback)
Public Service Excellence
Endnotes
10 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
11 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
12 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

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Tags: Brian Hunt, Toni Ivergard, Service Excellence, Technology