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Books > Business & Economics > Business & management > Management of specific areas
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ISE Service Management: Operations, Strategy, Information Technology (Paperback, 10th edition)
Loot Price: R1,632
Discovery Miles 16 320
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ISE Service Management: Operations, Strategy, Information Technology (Paperback, 10th edition)
Expected to ship within 12 - 19 working days
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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.
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