This open access book is geared towards providing insights and stimulating new thinking about the changing nature of services, service work and workers, and service experiences during and after the COVID-19 pandemic in 2020, particularly focusing on digital service technology. This book serves as a useful resource for business practitioners and academics in the areas of service and human resource management. Each chapter deals with specific current issues within these industries due to COVID-19 and issues that will come up post-pandemic. As COVID-19 is expected introduce novel methods to the service sector, such as untact service, telecommuting, alternative work arrangements, job crafting, and new work skills, digital technology is becoming more important than ever before. This books provides a range of examples and cases to elaborate on the effective application of digital service technology in order for businesses to stay relevant in the current climate.

The foodservice industry gets more competitive every day. As a result, initial planning is extremely important and has become a key factor in determining the success or failure of an operation. This fully updated edition of the best-selling text on foodservice facilities planning shows students how to create a facility that blends the most efficient work environment with an ambience that will attract more customers. Students will find all-new information on how to—

• cost-effectively design an operation
• properly select and efficiently maintain equipment
• successfully plan and accurately evaluate foodservice layouts
• plan fast-food facilities and bakeshops
• cut costs through more efficient energy planning.

Equipped with this comprehensive book, students will develop expertise in all aspects of foodservice facilities planning, from prospectus to finished facility. The author provides sample layouts of award-winning floor plans from which effective designs can be modeled. Students will also find practical exercises that help prepare them for common problems that may arise while planning their own operation. They will also learn how to organize data to begin planning, how to develop feasibility studies, how to fully equip and operate their own facility, and most important, how to make their facility achieve maximum productivity and profits. Whether you are a student just learning the business, a foodservice planner, consultant, or decision maker in the industry, this practical reference book can make you an indispensable member of the foodservice facility planning team. An ideal classroom tool for students interested in careers in the foodservice industry, Foodservice Facilities Planning can also offer firm guidance to veteran foodservice planners, consultants, and decision makers.

Medical care is an industry and private providers and hospitals are the major service providers. They operate on business principles. Hospitals are getting highly specialized and complex. The diagnostics and therapeutics are technology intensive. Private establishments have to compete with one another to remain in business. They strive to induct the best talent and latest technical know-how, resulting in ever-increasing costs to patients. Patients, who pay high charges, demand quality as a matter of right. To meet the challenge, hospitals are constrained to bring in professionalism in their systems and services. They appoint qualified professional managers to manage their clinics and hospitals with a view to sparing health professionals to focus on clinical care. Whether right or wrong, 'management' is often associated with authority and power. As a result, the medical professionals are reduced to secondary level in some organizations. To retain commanding positions in medical organizations, it has become necessary for the healthcare professionals to learn 'management', at least its basics. On the other hand, non-medical managers while managing healthcare services do not get the required cooperation from the medical professionals, as the latter are often secretive and not willing to share medical knowledge. If medical knowledge is demystified, non-medical managers can perform many functions in healthcare organizations proficiently. Both medical and non-medical managers can complement each other in providing quality healthcare services. The book aims to orient clinicians (including physicians and nurses) and other healthcare professionals on the essentials of business management and to familiarize them with management terms and jargon. They can learn to be effective managers besides being health professionals. Similarly, non- medical managers can get familiarized to nuances of clinical care and special managerial requirements of healthcare facilities. They all will be able to relate processes in healthcare settings with the concepts of business management. They can develop expertise on patient relationship management

'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.

This book provides new roads, perspectives, and a synthesis for tourism and regional science research. Tourism has become one of the most dynamic sectors in the economy and has exhibited a structurally growing importance over the past decades. In many countries the economic significance of tourism now exceeds that of traditionally strong sectors like agriculture or transportation. It is noteworthy that in recent times, tourism research has gained great momentum from the perspective of: the leisure society; the psychological tension between hard work and a more relaxed lifestyle; and the productivity-enhancing or productivity-diminishing effects of leisure, recreation, and tourism. An abundance of new literature in the field of tourism management can also be found, for instance, in the areas of hospitality management, cultural events management, destination competitiveness policy and marketing, and transportation and logistics strategies, while much attention is also being paid to the opportunities provided by digital technology for the tourism sector. In addition, in the light of the many negative externalities of a rapidly growing tourism sector, there is also an abundant literature on the environmental and sustainability effects of tourism. This book has the following objectives: to explore the interwoven connection between regional science and tourism research; to suggest promising pathways for innovative regional science research at the interface of tourism and space; and to demonstrate the need for a new perspective on the tourism and regional science nexus by means of empirical studies.

Experiential marketing has become an indispensable tool for all types of businesses across multiple sectors. This book provides an all-encompassing, practical, and conceptual map of contemporary experiential case studies, which together offer insights into this exciting approach to customer experience. Experiential Marketing incorporates 36 international case studies from 12 key sectors, from technology, consumer goods, and B2B to luxury, events, and tourism sectors. With a selection of case studies from leading brands, such as Coca-Cola, Nutella, Chanel, NASA, The New York Times, Pfizer, and Amtrak, the reader will learn and practice the experiential marketing tools and strategies through these examples. Expert testimonials, practical applied exercises, and the author's online videos provide both theoretical foundations and concrete application. This is a must-read for advanced undergraduate and postgraduate Marketing and Customer Experience students and an excellent teaching resource. It should also be of great use to practitioners - particularly those studying for professional qualifications - who are interested in learning experiential marketing strategies and developing knowledge about the way big brands in different sectors are designing the customer experience online and offline. Online material includes lecture slides, a test bank of questions, an instructor's manual, and explanatory videos.

Experiential marketing has become an indispensable tool for all types of businesses across multiple sectors. This book provides an all-encompassing, practical, and conceptual map of contemporary experiential case studies, which together offer insights into this exciting approach to customer experience. Experiential Marketing incorporates 36 international case studies from 12 key sectors, from technology, consumer goods, and B2B to luxury, events, and tourism sectors. With a selection of case studies from leading brands, such as Coca-Cola, Nutella, Chanel, NASA, The New York Times, Pfizer, and Amtrak, the reader will learn and practice the experiential marketing tools and strategies through these examples. Expert testimonials, practical applied exercises, and the author's online videos provide both theoretical foundations and concrete application. This is a must-read for advanced undergraduate and postgraduate Marketing and Customer Experience students and an excellent teaching resource. It should also be of great use to practitioners - particularly those studying for professional qualifications - who are interested in learning experiential marketing strategies and developing knowledge about the way big brands in different sectors are designing the customer experience online and offline. Online material includes lecture slides, a test bank of questions, an instructor's manual, and explanatory videos.

Workers in the service industry face unique types and levels of stress, and this problem is worsening. Many workers and organizations are now recognizing work stress as a significant personal and organizational cost, and seeing the need to evaluate a range of organizational issues that present psychosocial hazards to the workers. Occupational Stress in the Service Professions introduces the reader to contemporary theoretical and research issues and then provides a comprehensive international review of a range of professions including nurses, correctional officers, police, fire fighters, volunteers, academics, the clergy and teachers. The book identifies the main sources of stress for these specific occupation work groups, and the implications for intervention. The range of contributions from researchers in Australia, The Netherlands, Germany, Canada, United Kingdom, and the United States presents an international perspective. Well illustrated with case-studies of a number of organizations, the book serves to explore the political and social nature of the work stress problem. It then concludes with a chapter on the implications for intervention, policy and the future and aims to present a theoretical synthesis, applicable to the whole sector. Graduate students, researchers, and high level HR professions will find this an invaluable work.

While gender research in tourism has become increasingly important within Western academic circles, little has been written from an Asian perspective. This book is the first to address this knowledge gap and to fully explore Asian gendered identities and tourism. The chapters reflect upon the role of tourism in producing, reiterating and resisting existing gendered structures of power in Asia. The authors attempt to reconcile both Asian and Western perspectives on gender using their own personal experiences of understanding and negotiating Western and Asian identities and practices. The book paves the way for important reflections about the ontological and epistemological meanings of 'Asia', 'gender' and 'tourism'. It is an important resource for researchers from a range of disciplines including tourism, leisure studies, Asian studies and feminist and gender studies, as well as for professionals working in the tourism industry.

This collection provides access to up to date, very high quality research and critical perspectives on China s CCIs on an industry by industry basis. Industries dealt with by this collection include: advertising, architecture, art and antiques, computer games, crafts, design, designer fashion, film and video, music, performing arts, publishing, software, TV and radio, digital media. The collection combines recently translated work by acknowledged experts on individual sectors of the creative industries from within China with more critical work by internationally-based experts on China s CCIs and their implications beyond China. The collection draws on the expertise of research academics and of industry based practitioners. China s Creative and Cultural Industries Reports is a Lens on China providing fresh, new material and perspectives on a key area of cultural and economic development in one of the world s fastest growing economies. Publication in the form of a collection, which could be sold in multiple of traditional and digital formats, either as a volume or as individual reports, makes it possible for readers to select the format most relevant to their interests. "

Crisis and Disaster Management for Sport is the first book to introduce key concepts and best practice in crisis and disaster management in sport and international sports events. The book draws from multiple disciplines to provide insight into the issues and challenges involved in planning for, and managing, crises and disasters in the context of sport. With an initial focus on sports event and venue resilience, the book also explores social, community and individual resilience within sport and examines concepts and issues such as fandom, risk perception, crowd control and management, crisis communication and reputational risk and the growing challenges posed by climate change. The book includes real-world case studies as well as disaster management-related simulation and scenario-building exercises and looks ahead to what might be the most significant threats in future to the safe and sustainable management of sport. With the devastating impacts of COVID-19 illustrating the central importance of resilience and proper preparation for crises and disasters, this book is an essential read for all researchers, students, practitioners and policy-makers working in sport, tourism, entertainment, leisure and critical event studies.

The number one issue for financial professionals is capacity. What is the number one way to constantly build capacity in your financial services business? What blind spot is holding you back from achieving more? Does it seem there is never enough time to grow? It's time for you to implement the missing practice management processes into your financial business so you can build your ideal business. Based on extensive financial industry practice management research, proven marketing strategies from Guerrilla Marketing legend Jay Conrad Levinson and over 27 years of unique financial industry experience, Grant Hicks has created simple yet easy to implement strategies for any financial professional to build and manage capacity in their practice. Research shows that a majority of financial professionals do not have detailed practice management processes including: a unique value proposition clearly articulated, a formal feedback system for clients, a clear definition of an ideal client and a process for attracting ideal clients. Learn strategies to build your ideal capacity, and increase your revenue by up to 33%, through unique practice management processes. Quickly learn how to: Identify and attract better ideal clients to manage your growth effectively Manage your time to achieve consistent double digit growth and manage capacity issues Gather more revenue and get more referrals by implementing proven processes Inspire clients to act quickly through articulating your ideal client experience and case studies Build key practice management processes to build ideal capacity such as feedback and your value proposition Save yourself valuable time. By implementing just one new process, you will be on the path to your ideal capacity and ultimately your ideal practice.

This book identifies and describes five megatrends that will define the landscape of the Travel, Tourism & Hospitality industry, with a particular focus on the European context. Humans began travelling on the same day that Homo Sapiens first realized he could walk upright. No boundaries, mountains or cliffs have managed to stop or diminish our insatiable desire to find out what lies beyond the visible horizon. Tourism has enjoyed virtually uninterrupted growth for the past several decades, and the sector has now become the third-largest source of export revenue, after chemicals and fuel, and ahead of the automotive and food sectors. And yet, in its current globalised format, it is exposed to sudden shocks that can swiftly shake up the status quo accelerating the deployment of some megatrends here described. We have all witnessed the Covid-19 pandemic and its devastating consequences for the industry. While the number of international tourism arrivals to Europe has soared to over 700 million a year, at the same time we are experiencing a period of deep transformation. Bauman couldn't have been more accurate or insightful when he coined the word 'liquid' in this regard. As an exquisite expression of a civilized, rich and discerning first-world society, travel and tourism are now changing shape and meaning, requiring our business models to adapt. What are the megatrends that will dictate the future shape of our industry's landscape? Who is the new tourist, if there is one, and what is she looking for? Is the new post-technological era transforming the depth and the very essence of travelling? This book offers a number of visionary insights, as well as operational takeaways.

Living the Lighting Life provides practical tools and advice for a successful career in entertainment lighting. This easy-to-navigate guide offers real-world examples and documentation from the author and key industry experts, giving readers a comprehensive overview of the lighting life. The book provides insight on: Different job opportunities in the entertainment lighting industry; Business procedures, contracts, time sheets, and invoices; Tips on self-promotion, networking, and continual learning; The lighting lifestyle, healthy living, and work-related travel; Maintaining and developing creativity to provide innovative lighting and solutions. With insightful interviews from industry veterans, Living the Lighting Life is a key navigational resource for anyone considering a career in entertainment lighting or just starting out.

Both the demographics and lack of resources in the health and well-being industry are increasingly forcing us to find alternative solutions for individualized health and social care. In an effort to address this issue, smart technologies present enormous potential in solving this challenge. This book strives to enhance communication and collaboration between technology and health and social care sectors. The reader will receive an extensive overview of the possibilities of various technologies in care sectors (including ICT, electronics, automation, and sensor technology) written by experts from various countries. It will prove extremely useful for engineers developing well-being related systems, software, or other devices that can be used by professionals working with people with specialist needs, well-being and health service providers, educators teaching related courses, and upper level undergraduate students and graduate student studying related topics. The technology focus of the book is widespread and addresses elderly care and hospitals, in addition to solutions for various user groups, devices, and technologies. Beyond serving as a resource for nurses and people working in care sector, the book is also meant to give guidelines for engineers developing person-centered systems by exploring the integration of these technologies into service systems.

A Guide to the National Initiative for Cybersecurity Education (NICE) Cybersecurity Workforce Framework (2.0) presents a comprehensive discussion of the tasks, knowledge, skill, and ability (KSA) requirements of the NICE Cybersecurity Workforce Framework 2.0. It discusses in detail the relationship between the NICE framework and the NIST's cybersecurity framework (CSF), showing how the NICE model specifies what the particular specialty areas of the workforce should be doing in order to ensure that the CSF's identification, protection, defense, response, or recovery functions are being carried out properly. The authors construct a detailed picture of the proper organization and conduct of a strategic infrastructure security operation, describing how these two frameworks provide an explicit definition of the field of cybersecurity. The book is unique in that it is based on well-accepted standard recommendations rather than presumed expertise. It is the first book to align with and explain the requirements of a national-level initiative to standardize the study of information security. Moreover, it contains knowledge elements that represent the first fully validated and authoritative body of knowledge (BOK) in cybersecurity. The book is divided into two parts: The first part is comprised of three chapters that give you a comprehensive understanding of the structure and intent of the NICE model, its various elements, and their detailed contents. The second part contains seven chapters that introduce you to each knowledge area individually. Together, these parts help you build a comprehensive understanding of how to organize and execute a cybersecurity workforce definition using standard best practice.

The Value of Events fills an important niche in the literature on events, being the first book to comprehensively deal with the subject of value creation and measurement, as opposed to impact assessment and programme evaluation. Value creation and measurement is often done routinely from specific perspectives such as tourism, event management, corporate marketing, or customer satisfaction. However, there exist a number of discourses on value and evaluation that have not yet received adequate attention, including the justification of governmental intervention and the costs and benefits of hosting major events. This edited book, written by an international group of academics with expertise in the relevant fields of events, tourism, sport and culture, offers new insight into events and their relationship to sustainability, social responsibility, cultural and social value. Fostering debate in the context of conceptual thinking, philosophising, multiple stakeholder perspectives and interdisciplinary approaches, it challenges the events industry, students, policy-makers and strategists with new perspectives on value, with implications for impact forecasting and assessment. This is a book for all students pursuing degrees in fields where planned events are important topics, while being of great interest to researchers, policy-makers, evaluators and organisers/managers of planned events. Within a subject in need of further attention, The Value of Events offers the most comprehensive overview of event value to date.

What does it mean to work in the 'hip' postmodern economy? This book develops the concept of 'affected labour' within Melbourne, Australia. Through the lens of cafe and bar culture, the book provides an ethnographic investigation into the ways that affect arises, circulates, sticks and dissipates over the course of everyday encounters. The dynamics and atmospheres of affective labour among those working in the hospitality-oriented environments are unfolded. Service work is rooted in the notion that labour is 'performed' by an exhausted worker for a demanding customer. This book goes beyond this idea by describing the way not only consumers are moved by the experience and seduced by the atmosphere, but more pressingly workers and employers. This book reveals the ways in which workers themselves are capitalised on by being affected pleasurably in the moment, fuelling an economy of short-term desires in which 'affected labourers' are manipulated.

Sport has long been used as a tool for political gain and many major sporting events are now often framed as a panacea to help combat issues such as rising obesity rates, decreasing physical activity levels and wider urban decline. In reality though, fostering a temporary 'feel-good factor' is the most that many of these events can ever achieve even though a number are now sold on the popular rhetoric of legacy. Drawing upon a range of events and the work of international scholars from a variety of disciplinary backgrounds, this collection offers insights into the ways in which events outside of the big two are (re)positioned as part of the wider sporting landscape. The chapters originally published as a special issue in Sport in Society.

Managing strategies for professional service firms is an important and complex activity. The main issues in this book cover the core management principles for service firms in a comprehensive way. Based on current research findings it includes the management of service quality, knowledge and marketing as well as people, organizational and strategic issues. In understanding critical resources managers and partners will be able to effectively develop and exploit them. The book contains practical advice and offers a profound insight into the managerial excellence of service companies. "

This book evaluates the local impacts and legacies of the Olympics in Rio by comparing Rio2016 with other Olympic experiences and evaluating the ways in which the Games served the city. The 2016 Rio Olympic Games took place in a scenario of enormous economic challenges and persistent inequalities. In contrast to all previous Olympic experiences, Brazil faced its worst economic recession ever recorded during the preparation phase for the Games. In addition to the national crisis, falling oil prices and corruption scandals fuelled the State of Rio's economic downfall. This book specifically assesses the relative social performance of Rio's city population with respect to control groups; covers traditional aspects of the Games' legacy such as tourism, infrastructure and sports practice; includes ordinary day-by-day aspects of the city's life, such as education, employment and housing; and scrutinizes critical areas such as urban mobility, gentrification and Guanabara Bay's pollution. This thorough analysis offers readers further understanding on assessing the impacts and legacies of the Olympic experience. It will be of great interest to upper-level students and academics of tourism, hospitality and events management.

An insight into the changing nature of the industrial and business space property market and how business space development schemes can be initiated and implemented to revitalise urban areas.

Healthcare Technology Management: A Systematic Approach offers a comprehensive description of a method for providing safe and cost effective healthcare technology management (HTM). The approach is directed to enhancing the value (benefit in relation to cost) of the medical equipment assets of healthcare organizations to best support patients, clinicians and other care providers, as well as financial stakeholders. The authors propose a management model based on interlinked strategic and operational quality cycles which, when fully realized, delivers a comprehensive and transparent methodology for implementing a HTM programme throughout a healthcare organization. The approach proposes that HTM extends beyond managing the technology in isolation to include advancing patient care through supporting the application of the technology. The book shows how to cost effectively manage medical equipment through its full life cycle, from acquisition through operational use to disposal, and to advance care, adding value to the medical equipment assets for the benefit of patients and stakeholders. This book will be of interest to practicing clinical engineers and to students and lecturers, and includes self-directed learning questions and case studies. Clinicians, Chief Executive Officers, Directors of Finance and other hospital managers with responsibility for the governance of medical equipment will also find this book of interest and value. For more information about the book, please visit the website.