Service analytics studies the collection of business analytics models and tools for the improvement of IT service management processes. By analyzing related quality, cost, and productivity metrics, as well as customer interactions and social factors, organizations can effectively exploit these resources to reveal valuable insights in support of business goals, maximizing performance, quality of service, and customer satisfaction. Maximizing Management Performance and Quality with Service Analytics offers a selection of service analytics solutions for process modeling and optimization proven to drive excellence in IT service management. This book is for practitioners engaged in IT service management who are interested in delivering high-quality and cost-competitive IT services, as well as academic and industrial researchers in the fields of information technology and computer science who are advancing data analysis, modeling, and optimization methods to new emerging fields.

Leadership is more than a being a leader.This textbook presents a holistic and readable overview of leadership. The dynamics of leadership involve leaders, followers and their environments - the organizational contexts within which leading and following take place. This triangle approach illustrates a more comprehensive view of leadership by focusing on all three dynamics.Students benefit from taking the evidence-based inventories to learn more about their leadership preferences. Six in-depth case studies add to the textbook and invite students to explore the application of leadership theory to practice. Each chapter ends with key terms, comprehension questions, and class activities.Chapters in this book draw on contemporary research and mini-cases to engage students in learning about themes of leadership focused on topics such as: ethics, effective communication, teams, mentoring, and toxic leadership.This book features integration of the case studies in the chapters along with updated literature and mini-cases. Chapter summaries, test banks, sample syllabi, and slide decks, designed by the authors, are a new addition for instructors.

Audible Best Seller of 2017 Inc. 11 Great Business Books New York Magazine Best Psychology Books LinkedIn's 12 Books on Leadership to Read Two mavericks in the field of positive psychology deliver a timely message Happiness experts have long told us to tune out our negative emotions and focus instead on mindfulness, positivity, and optimism. Researchers Todd Kashdan, Ph.D., and Robert Biswas-Diener, Dr. Philos., disagree. Positive emotions alone are not enough. Anger makes us creative, selfishness makes us brave, and guilt is a powerful motivator. The real key to success lies in emotional agility. Drawing upon extensive scientific research and a wide array of real-life examples, The Upside of Your Dark Side will be embraced by business leaders, parents, and everyone else who's ready to put their entire psychological tool kit to work.

Virtual Business Models: Entrepreneurial Risks and Rewards focuses on companies with technology development, offering inspiration, guidance, and hands-on advice on how to utilize the potential of a virtual company format. The book provides an overview of key aspects of the company's activities, putting them into a comprehensive structure. In addition, both the rewards and risks of using the virtual company format are explored. The virtual company format is here defined as a company with a small dedicated core staff. The company's development is performed by strategic alliances with external resource providers. In this way, the utilization of financial resources can be optimized with cost-effective product development. The book explores this concept and why it is attractive in a start-up phase for both companies who want to remain virtual and those that eventually want to develop into integrated traditional companies.

Stock management and control is a critical element to the success and overall financial well-being of an organization. Through the application of innovative practices and technology, businesses are now able to effectively monitor their operations and manage their inventory by evaluating sales patterns and customer preferences. Optimal Inventory Control and Management Techniques explores emergent research in stock management and product control within organizations. Featuring diverse perspectives on the implementation of various optimization techniques, genetic algorithms, and datamining concepts, as well as research on big data applications for inventory management, this publication is a comprehensive reference source for practitioners, educators, and researchers in the fields of logistics, operations management, and retail management.

Customer satisfaction is a pivotal component to any business that provides goods or services to the public. By effectively managing the flow of products, business can adapt to the growing demands of consumers and deliver successful customer service. The Handbook of Research on Strategic Supply Chain Management in the Retail Industry is an authoritative reference source for the latest scholarly research on properly managing business processes in order to satisfy end-user requirements and increase competitive advantage in the retail marketplace. Highlighting concepts relating to field applications, customer relationships, and current trends in logistics management, this book is ideally designed for business professionals, managers, upper-level students, and researchers interested in innovative strategies and best practices in modern supply chains.