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Books > Business & Economics > Industry & industrial studies > Service industries > General

Rogue - The Inside Story Of SARS's Elite Crime-busting Unit (Paperback): Johann van Loggerenberg, Adrian Lackay Rogue - The Inside Story Of SARS's Elite Crime-busting Unit (Paperback)
Johann van Loggerenberg, Adrian Lackay 2
R250 R200 Discovery Miles 2 000 Save R50 (20%) Ships in 5 - 10 working days

The story of a ‘rogue unit’ operating within the South African Revenue Service (SARS) became entrenched in the public mind following a succession of sensational reports published by the Sunday Times in 2014. The unit, the reports claimed, had carried out a series of illegal spook operations: they had spied on President Jacob Zuma, run a brothel, illegally bought spyware and entered into unlawful tax settlements.

In a plot of Machiavellian proportions, head of the elite crime-busting unit Johann van Loggerenberg and many of SARS’s top management were forced to resign. Van Loggerenberg’s select team of investigators, with their impeccable track record of busting high-level financial fraudsters and nailing tax criminals, lost not only their careers but also their reputations. Now, in this extraordinary account, they finally get to put the record straight and the rumours to rest: there was no ‘rogue unit’. The public had been deceived, seemingly by powers conspiring to capture SARS for their own ends.

Shooting down the allegations he has faced one by one, Van Loggerenberg tells the story of what really happened inside SARS, revealing details of some of the unit’s actual investigations.

Grinding It Out - The Making of McDonald's (Paperback): Ray Kroc Grinding It Out - The Making of McDonald's (Paperback)
Ray Kroc 1
R433 R325 Discovery Miles 3 250 Save R108 (25%) Ships in 10 - 15 working days

"He either enchants or antagonizes everyone he meets. But even his enemies agree there are three things Ray Kroc does damned well: sell hamburgers, make money, and tell stories." --from Grinding It Out

Few entrepreneurs can claim to have radically changed the way we live, and Ray Kroc is one of them. His revolutions in food-service automation, franchising, shared national training, and advertising have earned him a place beside the men and women who have founded not only businesses, but entire empires. But even more interesting than Ray Kroc the business man is Ray Kroc the man. Not your typical self-made tycoon, Kroc was fifty-two years old when he opened his first franchise. In Grinding It Out, you'll meet the man behind McDonald's, one of the largest fast-food corporations in the world with over 32,000 stores around the globe.

Irrepressible enthusiast, intuitive people person, and born storyteller, Kroc will fascinate and inspire you on every page.

Services Marketing - A Contemporary Approach (Paperback, 4th Edition): Adele Berndt, Christo Boshoff Services Marketing - A Contemporary Approach (Paperback, 4th Edition)
Adele Berndt, Christo Boshoff
R592 Discovery Miles 5 920 Ships in 4 - 8 working days

Services, whether online or offline, are important in modern economies in which the understanding is that we ‘are all in services’. Services Marketing, a subset of the field of Marketing, has evolved and developed a range of theories and models, all focused on providing superior service offerings to today’s market and the growing expectations of service delivery. New research provides additional contemporary insights into this dynamic and developing area. This text seeks to address the current research and its managerial implications in both online and offline services. It includes new case studies, integrating new research and new perspectives on the various aspects of services.

The book covers important topics in providing services, including:

  • Technology and its role in service marketing
  • Customer expectations and perceptions
  • Creating customer value
  • Services architecture
  • Pricing decision-making
  • Demand management
  • Building customer relationships and loyalty
  • Integrated service marketing communication
  • Service recovery strategies
Successful Event Management - A Practical Handbook (Paperback, 5th edition): Anton Shone, Bryn Parry Successful Event Management - A Practical Handbook (Paperback, 5th edition)
Anton Shone, Bryn Parry
R963 R876 Discovery Miles 8 760 Save R87 (9%) Ships in 10 - 15 working days

The fifth edition of Successful Event Management covers every aspect of events management, from the planning and set up process through to delivery, close-down and evaluation. The wealth of case studies includes both successful and failed events, allowing you to really understand how the principles described in the text can affect the outcome of an event.

Situational Problems for Milady Standard Cosmetology 2012 (Paperback, 5th ed.): Milady, Catherine M Frangie Situational Problems for Milady Standard Cosmetology 2012 (Paperback, 5th ed.)
Milady, Catherine M Frangie
R1,038 R937 Discovery Miles 9 370 Save R101 (10%) Ships in 10 - 15 working days

Milady's Standard Situational Problems for Cosmetology Students tests students' knowledge of how they should apply the information they have learned to real-life situations. This text will ask that they apply that knowledge to situations that more closely reflect what they are likely to encounter as a salon employee, demonstrating that they know how to use the information they have learned. The questions are complex, often describing a salon stylist or other professional who has a client with a combination of conditions, problems, or attitudes. The student will have to take many factors into account to achieve the desired results, both from a technical and a communication perspective. Answers are included in the back of the book.

Ashes To Admin - Tales from the Caseload of a Council Funeral Officer (Paperback): Evie King Ashes To Admin - Tales from the Caseload of a Council Funeral Officer (Paperback)
Evie King
R315 R260 Discovery Miles 2 600 Save R55 (17%) Ships in 9 - 15 working days

'I've a body out the back for you...' Imagine having that sentence said to you. And then imagine it actually being pertinent. Welcome to Evie King's world. What happens if you die without family or money? The answer to this very three-in-the-morning question is that Evie, or someone like her, will step in and arrange your funeral. Evie is a local council worker charged with carrying out Section 46 funerals under the Public Health Act. Or to put it in less cold, legislative language; funerals for those with nobody around, willing or able to bury or cremate them. Ashes to Admin lifts the coffin lid on some moving and unexpected personal life stories. Sometimes tragic, as with the case of an unidentified woman found on a beach buried without even a name, but often uplifting and occasionally hilarious. Ultimately, Evie discovers that her job is more about life than it is about death, funerals being for the living and death being merely a trigger to rediscover a life and celebrate it against the odds.

Research Handbook on Services Management (Hardcover): Mark M. Davis Research Handbook on Services Management (Hardcover)
Mark M. Davis
R5,595 Discovery Miles 55 950 Ships in 12 - 17 working days

This comprehensive Research Handbook reflects the latest research breakthroughs and practices in services management. Addressing services management from a broader strategic perspective, it delves into the key issues of analytics and service robots, and their potential impact. Edited by the late Mark M. Davis, it represents an early foray into the new frontier of services management and provides insights into the future of the field. Drawing together expert service researchers, the Research Handbook begins with an analysis of service strategy and operations management, before moving on to explore service innovation and design, serving customers, healthcare services and artificial intelligence in service. Chapters explore a wide range of topics including scarcity strategies, perceived justice in services, the role of culture and religion in service provision, and the implications of Covid-19 on healthcare service operations. The book concludes with a reflection on the fourth industrial revolution that is occurring now and the understanding of services in an era of advanced technologies. Addressing emerging challenges and opportunities, this Research Handbook will be critical reading for scholars and advanced students of services management and information systems. It will also be beneficial for practitioners and business managers in service industries.

Rules of Origin for Services - From the Early Days of GATS to the Era of Servicification (Hardcover): Duy Dinh Rules of Origin for Services - From the Early Days of GATS to the Era of Servicification (Hardcover)
Duy Dinh
R2,616 Discovery Miles 26 160 Ships in 12 - 17 working days

In an era where services play an increasingly vital role in servicified global value chains, this insightful book provides a comprehensive study of legal aspects of rules of origin for services and their importance in international trade. The author identifies and examines the defects in the current approach to rules of origin for services through an astute analysis of these rules in the General Agreement on Trade in Services and in preferential trade agreements. In addition, by asserting that trade in goods and trade in services cannot be separated, the author provides a comparative analysis of rules of origin in these two fields, offering a better understanding of their boundaries and connections. Paving the way for further development, the author concludes that certain aspects of rules of origin for goods, such as the product-based approach, may be repurposed for services. Addressing an area of rule making insufficiently explored to date, this book will prove important reading for students and scholars of international trade, economics, and governance. The focus on new patterns of international trade will also benefit trade experts, policy makers and businesses.

Special Events - The Brave New World for Bolder and Better Live Events (Paperback, 8th Revised edition): Joe Goldblatt,... Special Events - The Brave New World for Bolder and Better Live Events (Paperback, 8th Revised edition)
Joe Goldblatt, Seungwon Lee
R2,932 Discovery Miles 29 320 Ships in 10 - 15 working days

Recent years have seen dramatic changes to the events industry. The influence of social media and global communications technology, increased focus on environmental sustainably and social responsibility, and changes to the economic and cultural landscape have driven rapid expansion and increased competition. Special Events: Creating and Sustaining a New World for Celebration has been the event planner's essential guide for three decades, providing comprehensive coverage of the theory, concepts and practice of event management. The new Eighth Edition continues to be the definitive guide for creating, organizing, promoting, and managing special events of all kinds. Authors, Seungwon "Shawn" Lee and Joe Goldblatt, internationally-recognized leaders and educators in the industry, guide readers through all the aspects of professional event planning with their broad understanding of diverse cultures and business sectors. This definitive resource enables current and future event leaders to stretch the boundaries of the profession and meaningfully impact individuals, organizations, and cultures around the globe. Global case studies of high-profile events, such as the PyeongChang Winter Olympic Games and Norway's Constitution Day annual event, complement discussions of contemporary issues surrounding safety, security, and risk management. Each chapter includes "Ecologic," "Techview," and/or "Secureview," mini-case studies, a glossary of terms, plentiful charts, graphs, and illustrations, and links to additional online resources.

What Remains? - Life, Death and the Human Art of Undertaking (Hardcover): Rupert Callender What Remains? - Life, Death and the Human Art of Undertaking (Hardcover)
Rupert Callender
R463 Discovery Miles 4 630 Ships in 12 - 17 working days

'This isn’t a grisly book; it is sharp, angry, punchily philosophical and often funny. It basically invents a new type of lifestyle aspiration: deathstyle.' The Times 'Callender’s joyous, thought-provoking book is an account of how his own early encounters with bereavement led to him becoming a new kind of undertaker.' Daily Mail 'Part memoir, part rant against the traditional funeral business, part manifesto, part just musing on death and facing it with compassion and courage. It’s lovely and thoughtful and may make you rethink a few things.' The Guardian ‘This book is a great work of craft and beauty.’ Salena Godden ‘This compelling personal story of a pioneering punk undertaker is a moving revelation.’ Love Reading ‘Inspiring and unforgettable.’ John Higgs, author of William Blake vs the World Death has shown me...the unbreakable core of love and courage that lies at the heart of what it means to be human. Ru Callender wanted to become a pioneering undertaker in order to offer people a more honest experience than the stilted formality of traditional ‘Victorian’ funerals. Driven by raw emotion and the unresolved grief of losing his own parents, Ru brought an outsider, ‘DIY’ ethos to the business of death, combined with the kinship and inspiration he found in rave culture, social outlaws and political nonconformists. Ru has carried coffins across windswept beaches, sat in pubs with caskets on beer-stained tables, helped children fire flaming arrows into their father’s funeral pyre, turned modern occult rituals into performance art and, with the band members of the KLF, is building the People’s Pyramid of bony bricks in Liverpool – all in the name of creating truly authentic experiences that celebrate those who are no longer here and those who remain. Radical, poignant, unflinchingly real and laugh-aloud funny, What Remains? will change the way you think about life, death and the human experience.

Service Operations Management, Second Edition - The Total Experience (Paperback, 2nd edition): David W. Parker Service Operations Management, Second Edition - The Total Experience (Paperback, 2nd edition)
David W. Parker
R1,927 Discovery Miles 19 270 Ships in 12 - 17 working days

Building on the foundations of the first edition, this comprehensive textbook remains a vital tool for postgraduate students seeking to understand the principles of service operations management, and for undergraduate students specializing in hospitality, tourism and public sector management. With services accounting for 70 percent of employment and growth in our economy, this textbook explains what is needed to ensure the most efficient and effective service operations are delivered. Covering not-for-profit agencies, charities, Non-Governmental Organisations (NGOs) and utilities alongside finance, healthcare and commercial companies, this guide explores the essentials of service operations management with its innovative approach to delivering customers' imperatives in services. Written in a clear and accessible manner this updated second edition: takes an increased international perspective on service operations is updated to reflect the most significant changes in service operations management, and to provide enhanced coverage of areas touched on in the first edition includes new and updated international case studies in each chapter, ideal for use in the classroom, reflecting the increased globalisation of service operations, with internationalising updates to include content suitable for a global audience covers mobile technology and presents the author's own research embracing big data analytics and neurolinguistics in building customer service systems expands coverage of process-reengineering and service flows, business process assessments, and developing economies.

Knock Your Socks Off Service Recovery (Paperback, Special Ed.): Ron Zemke, Chip Bell Knock Your Socks Off Service Recovery (Paperback, Special Ed.)
Ron Zemke, Chip Bell
R353 Discovery Miles 3 530 Ships in 12 - 17 working days

"Cancelled flights, damaged goods, botched bills, locked-up software--these are the service screw-ups that leave customers angry, disgusted...and determined to never buy from you again! But these mad-as-hell customers can be wooed back through skillful, planned ""service recovery."" And, surprisingly, customers who experience world-class Knock Your Socks Off service recovery become your most loyal customers--and are a source of continuing business for years to come. Building on the popular, breezy approach of the Knock Your Socks Off Service series, the authors provide managers with an upbeat primer on creating a first-class recovery system. Enlivened by John Bush's witty illustrations, the book explains: * The economics of recovery--what it costs when you lose customers, and how little it can cost to win them back * The processes, policies, and technology a company must have to ensure an effective, real-time recovery system * The manager's role in sustaining an outstanding recovery system--through training, coaching, empowering, supporting, inspiring, and rewarding great service providers."

Elgar Encyclopedia of Services (Hardcover): Faiz Gallouj, Camal Gallouj, Marie-christine Monnoyer, Luis Rubalcaba Elgar Encyclopedia of Services (Hardcover)
Faiz Gallouj, Camal Gallouj, Marie-christine Monnoyer, Luis Rubalcaba
R8,761 Discovery Miles 87 610 Ships in 12 - 17 working days

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. Divided into five thematic parts, the Encyclopedia thoroughly examines services from a variety of disciplinary perspectives. It provides a pedagogical state of the art review of 283 topics falling within the scope of the major streams of service studies, such as services in economic thought, services management and services innovation. Each entry describes, synthesizes and discusses the main dimensions of the given topic, highlighting key research areas and literature. This Encyclopedia will be particularly invaluable for researchers and students in the economics, sociology, political science and management fields as well as practitioners in the private and public sector. Key Features: First encyclopedia of service studies covering the key topics in the field Entries written by 241 leading scholars and practitioners from 39 different countries Fully supported by The European Association for Research on Services (RESER) Multi-disciplinary approach across the fields of economics, management, sociology, geography, but also political science and history.

A Research Agenda for Service Innovation (Hardcover): Faiz Gallouj, Faridah Djellal A Research Agenda for Service Innovation (Hardcover)
Faiz Gallouj, Faridah Djellal
R2,814 Discovery Miles 28 140 Ships in 12 - 17 working days

Elgar Research Agendas outline the future of research in a given area. Leading scholars are given the space to explore their subject in provocative ways, and map out the potential directions of travel. They are relevant but also visionary. Over the last two decades, Service Innovation Studies (SIS) has achieved 15 distinct and important advances. This Research Agenda outlines these major developments, setting out the research priorities in the field. Faiz Gallouj and Faridah Djellal have drawn together an array of renowned contributors to create a multidisciplinary analysis of the topic that illustrates the strength of this research trajectory. International experts in the field of SIS consider the issue of innovation in services in relation to a number of major contemporary challenges, including environmental issues, social inclusion, economic development, gender, ethical issues, religion and public organizations. Moving from an overview of the 15 advances already made, this Research Agenda outlines the 15 main challenges that could structure research over the next decade, distinguishing between societal challenges, organizational and structural challenges, and methodological and didactic challenges. This is an enlightening book for both services and innovation scholars in the fields of economics, management science and public administration who wish to develop further research in SIS. Contributors include: F. Adrodegari, A. Bianchi, F. Djellal, B. Edvardsson, C. Gallouj, F. Gallouj, H. Lagunes, C. Lim, P. Maglio, G. Marin, T. Paschou, M. Perona, J. Reynoso, L. Rubalcaba, N. Saccani, M. Toivonen, B. Tronvoll, L. Wittel, A. Zanfei

Special Events - The Brave New World for Bolder and Better Live Events (Paperback, 8th Edition, EMEA Edition): Seungwon Lee,... Special Events - The Brave New World for Bolder and Better Live Events (Paperback, 8th Edition, EMEA Edition)
Seungwon Lee, Joe Goldblatt
R1,437 Discovery Miles 14 370 Ships in 12 - 17 working days
Voices of Innovation - Fulfilling the Promise of Information Technology in Healthcare (Paperback): Edward W Marx Voices of Innovation - Fulfilling the Promise of Information Technology in Healthcare (Paperback)
Edward W Marx
R1,072 Discovery Miles 10 720 Ships in 12 - 17 working days

We can all point to random examples of innovation inside of healthcare information technology, but few repeatable processes exist that make innovation more routine than happenstance. How do you create and sustain a culture of innovation? What are the best practices you can refine and embed as part of your organization's DNA? What are the potential outcomes for robust healthcare transformation when we get this innovation mystery solved? Loaded with numerous case studies and stories of successful innovation projects, this book helps the reader understand how to leverage innovation to help fulfill the promise of healthcare information technology in enabling superior business and clinical outcomes.

ISE Service Management: Operations, Strategy, Information Technology (Paperback, 10th edition): Sanjeev Bordoloi, James... ISE Service Management: Operations, Strategy, Information Technology (Paperback, 10th edition)
Sanjeev Bordoloi, James Fitzsimmons, Mona Fitzsimmons
R1,578 Discovery Miles 15 780 Ships in 12 - 17 working days

Bordoloi's Service Management 10e contains extensive coverage of the impacts of COVID-19 including the service innovation and progress experienced by a global pandemic. Written in an engaging literary style, based on research and consulting experience of authors, it focuses on service for competitive advantage and integrates technology, operations, and human behavior and the need for continuous quality improvement to be effective in a global environment. This edition continues to acknowledge and emphasize the essential uniqueness of service management. The book is written in an engaging literary style, makes extensive use of examples, and is based on the research and consulting experience of the authors. The theme of managing services for competitive advantage is emphasized in each chapter and provides a focus for each management topic. The integration of technology, operations, and human behavior is recognized as central to effective service management. Emphasis is placed on the need for continuous improvement in quality and productivity in order to compete effectively in a global environment. Each chapter begins with a vignette of a well-known company to motivate the reader and illustrate the strategic nature of the topic to be covered. Each chapter has a preview, a closing summary, key terms and definitions, a service benchmark, topics for discussion, an interactive exercise, solved problems and exercises when appropriate, and one or more cases.

Innovation and Culture in Public Services - The Case of Independent Living (Hardcover): Steven DeMello, Peder Inge Furseth Innovation and Culture in Public Services - The Case of Independent Living (Hardcover)
Steven DeMello, Peder Inge Furseth
R2,780 Discovery Miles 27 800 Ships in 12 - 17 working days

The authors have raised an important construct for all of us who work in the public sector regarding what underlies and directs the rapid advancement of technology solutions in developing and developed economies. . . DeMello and Furseth deserve credit for raising our awareness to the true driver behind the successful integration and acceptance of technology in this increasingly innovation-driven world: culture.' - from the Foreword, David A. Lindeman, Director CITRIS Health, University of California, Berkeley, Director, Center for Technology and Aging, US There is a growing trend toward innovation in public services, and the integration of public and private entities in their delivery. This book aims to improve the ability to innovate successfully in large-scale public/private endeavors. The authors develop an underpinning theory of innovation, and extend it to address key issues in public/private collaboration. As an example, they explore the subject of independent living for seniors and persons with disabilities across four countries - the US, UK, Norway and Japan. The resulting model provides a vehicle for all major stakeholders to better understand the dynamics of innovation, which will in turn offer the opportunity to improve performance and successful adoption. This book will provide useful insight for students of innovation, public service planning and delivery, and health and social services. In addition, the original opinion research on residents of the four countries will prove interesting for students of sociology and medical anthropology.

Handbook of Service Marketing Research (Paperback): Roland T. Rust, Ming-Hui Huang Handbook of Service Marketing Research (Paperback)
Roland T. Rust, Ming-Hui Huang
R1,561 Discovery Miles 15 610 Ships in 12 - 17 working days

This is an essential resource for managers and scholars interested in services marketing. It covers the topic comprehensively and in novel ways. All the luminaries in the field are represented. Buy this book and you will be up to date on the field.' - Valarie Zeithaml, UNC Kenan-Flagler Business School, USThe Handbook of Service Marketing Research brings together an all-star team of leading researchers in service marketing to explore many of the hottest topics in service marketing today. Cutting-edge topics include: customer relationships and loyalty, customer-centered metrics, managing customer contacts, product and pricing, digital service marketing, rethinking the marketing function, and service for society. This book, which includes authors from both academia and industry, will provide academics with an invaluable current view of the field and practitioners with a window into the latest academic thinking. With chapters from internationally renowned contributors, this comprehensive yet concise Handbook will appeal to service marketing academics, researchers and service practitioners. Contributors: M. Archpru Akaka, L. Aksoy, L. Anderson, T.W. Andreassen, S.F.M. Beckers, M.J. Bitner, R.N. Bolton, A. Buoye, J.W. Choi, R.M. Christopher, T.S. Chung, T.S. Dagger, P.S. Danaher, A. De Keyser, C. Dev, B. Edvardsson, S. Fay, R.P. Fisk, C. Frennea, A. Gustafsson, M.-H. Huang, C. Ishida, P.K. Kannan, T.L. Keiningham, P. Kristensson, V. Kumar, S.K. Kwan, T. van Laer, B. Lariviere, R.F. Lusch, D. Mathras, H. Melton, V. Mittal, R.L. Oliver, A.L. Ostrom, P. Patterson, W. Reinartz, H. Risselada, R.T. Rust, K. de Ruyter, C. Schulze, S.M. Shugan, B. Skiera, J. Spohrer, S. Streukens, S.A. Taylor, B. Tronvoll, W. Ulaga, N. Umashankar, S.L. Vargo, P.C. Verhoef, H.S. Wang, M. Wedel, R.A. Westbrook, L. Williams, L. Witell, J. Xie, T. Yu

Innovation in the Service Economy - The New Wealth of Nations (Hardcover): Faiz Gallouj Innovation in the Service Economy - The New Wealth of Nations (Hardcover)
Faiz Gallouj
R3,003 Discovery Miles 30 030 Ships in 12 - 17 working days

Whilst contemporary economies are innovative, they are also predominantly service economies in so much as services are the main source of wealth and employment. However, there is still considerable unwillingness to consider innovation in terms of services, a paradox rooted in an obsolete conception which regards manufacturing as the only engine of growth. In this book Faiz Gallouj propounds a theoretical framework which describes and evaluates the main approaches to analysing and understanding innovation in services. He provides interesting and extensive empirical material on the nature and sources of innovation in various services sectors and countries, and makes an original contribution both to theories of innovation in services and theories of innovation in general. Taking both an evolutionary and conventionalist stance, he demonstrates that services, and more importantly innovations in services, can be regarded as the new wealth of nations. This informative and original book will prove invaluable to academics and students interested in economics, innovation, structural change, sociology and management. It will also be welcomed by practitioners and managers in service organisations.

Research Methods in Service Innovation (Hardcover): Flemming Sorensen, Francesco Lapenta Research Methods in Service Innovation (Hardcover)
Flemming Sorensen, Francesco Lapenta
R3,142 Discovery Miles 31 420 Ships in 12 - 17 working days

Research Methods in Service Innovation provides an essential methodological toolbox for researchers, students and practitioners interested in better understanding innovation and improving innovation processes in service organisations. Each chapter presents a specific method, introduces its theoretical foundations, explains its practical application, and provides examples and suggestions for its implementation. The methods described include original and innovative methodological approaches, such as technology-oriented scenario analysis, experiments and laddering, as well as critical incident techniques, social network analysis, blogs, visual techniques, narratives and future workshops. Together, the chapters encourage readers to understand service innovation research as a process that requires creative methodological thinking. The book adapts various methods and processes from different areas of research, and evaluates their strengths, limitations and possible applications in specific areas of service innovation. Researchers and academics will find this collection to be an essential state-of-the-art resource for research in the fields of service innovation and innovation in general. The book will also appeal to practitioners and consultants dealing with both public and private service organisations. Contributors include: C. Forder, L. Fuglsang, N.N. Grunbaum, A.V. Hansen, F. Lapenta, J.K. Moller, A.R. Olesen, A. Scupola, F. Sorensen, J. Sundbo

The Handbook of Innovation and Services - A Multi-disciplinary Perspective (Paperback): Faiz Gallouj, Faridah Djellal The Handbook of Innovation and Services - A Multi-disciplinary Perspective (Paperback)
Faiz Gallouj, Faridah Djellal
R1,971 Discovery Miles 19 710 Ships in 12 - 17 working days

`The Handbook of Innovation and Services is an exceptional volume. Its contributors, including Faiz 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. The book, I am sure, will become a standard reference volume in both these fields in the ensuing years.'---Edward Wolff, New York University, USAThis Handbook brings together 49 international specialists to address an issue of increasing importance for the world's post-industrial economies; innovation as it relates to services. Contemporary economies have two fundamental characteristics. Firstly, they are service economies in as much as services account for more than 70 per cent of the wealth and jobs in most developed countries. Secondly, they are innovation economies as recent decades have seen an unprecedented development of scientific, technological, organisational and social innovations. This Handbook expertly links these two major characteristics in order to investigate the role of innovation in services, an issue that until now has been inadequately explored and one that poses many theoretical and operational challenges. This comprehensive volume encompasses the views of eminent scholars from a range of disciplines including economics, management, sociology and geography, and draws on a number of different analytical and methodological perspectives. With its multi-disciplinary approach this Handbook will be an invaluable reference source for academics and students in the fields of economics, management and the geography of services and innovation. Public authorities and managers in the service sector will also find this book fascinating.

Knowledge and Innovation in the New Service Economy (Hardcover): Birgitte Andersen, Jeremy Howells, Richard Hull, Ian Miles,... Knowledge and Innovation in the New Service Economy (Hardcover)
Birgitte Andersen, Jeremy Howells, Richard Hull, Ian Miles, Joanne Roberts
R3,657 Discovery Miles 36 570 Ships in 12 - 17 working days

Knowledge and innovation are key factors contributing to growth and prosperity in the new service economy. This book presents original, empirical and theoretical contributions to address the economic dimensions of knowledge and the organisation of knowledge intensive activity through specialised services. Specific analyses include: * macro statistics to highlight the contribution of services to economic activity * firm level survey data to identify and consider client relations * case studies of four innovation-oriented business services. Further chapters deal with the specific functions connected with knowledge, the new discipline of 'knowledge management', intellectual property rights, and the role of knowledge in national and international economic systems. Offering an overview of a highly important and pervasive set of phenomena, this book outlines and illustrates the intellectual agenda associated with the rise of a global services economy. It will appeal to industrial and business economists, researchers, students, policymakers and business analysts.

BEYOND QUALITY - An Agenda for Improving Manufacturing Capabilities in Developing Countries (Hardcover): Steven R. Wilson,... BEYOND QUALITY - An Agenda for Improving Manufacturing Capabilities in Developing Countries (Hardcover)
Steven R. Wilson, Robert Ballance, Janos Pogany
R3,206 Discovery Miles 32 060 Ships in 12 - 17 working days

Global manufacturing has been altered by the emergence of a new approach to production which differs radically from the principles of mass production. This approach has been characterised by successful manufacturers in Asia and the West who have engaged in a continuous process to improve quality, process productivity and cost performance. The authors of Beyond Quality argue that many of the methods used by these new firms are equally suitable for manufacturers in developing countries and the transition economies of eastern and Central Europe. Using case study material from Latin America, Africa and Central Europe, the authors demonstrate that it is the skill and organization of people - rather than sophisticated equipment - which determines growth in productivity and product quality. These new forms of improvement are not dependent on economies of scale and so provide small producers with the flexibility to compete effectively against mass producers.

Service Operations Management, Second Edition - The Total Experience (Hardcover, 2nd edition): David W. Parker Service Operations Management, Second Edition - The Total Experience (Hardcover, 2nd edition)
David W. Parker
R4,784 Discovery Miles 47 840 Ships in 12 - 17 working days

Building on the foundations of the first edition, this comprehensive textbook remains a vital tool for postgraduate students seeking to understand the principles of service operations management, and for undergraduate students specializing in hospitality, tourism and public sector management. With services accounting for 70 percent of employment and growth in our economy, this textbook explains what is needed to ensure the most efficient and effective service operations are delivered. Covering not-for-profit agencies, charities, Non-Governmental Organisations (NGOs) and utilities alongside finance, healthcare and commercial companies, this guide explores the essentials of service operations management with its innovative approach to delivering customers' imperatives in services. Written in a clear and accessible manner this updated second edition: takes an increased international perspective on service operations is updated to reflect the most significant changes in service operations management, and to provide enhanced coverage of areas touched on in the first edition includes new and updated international case studies in each chapter, ideal for use in the classroom, reflecting the increased globalisation of service operations, with internationalising updates to include content suitable for a global audience covers mobile technology and presents the author's own research embracing big data analytics and neurolinguistics in building customer service systems expands coverage of process-reengineering and service flows, business process assessments, and developing economies.

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