{"product_id":"introduction-to-service-engineering-hardback-9780470382417","title":"Introduction to Service Engineering (Hardback) 9780470382417","description":"\u003cfont face=\"Georgia\"\u003e\r\n\u003cp\u003e\u003cfont size=\"6\"\u003eIntroduction to Service Engineering\u003c\/font\u003e\u003cbr\u003e\r\n\r\n\r\n\r\n\r\n\r\n\u003c\/p\u003e\n\u003cp\u003e\u003cfont size=\"4\"\u003eGavriel Salvendy (Edited by), G Salvendy (Author), Waldemar Karwowski (Author)\u003c\/font\u003e\u003c\/p\u003e\r\n\r\n\u003cp\u003e\u003cfont size=\"3\"\u003e9780470382417, Wiley\u003c\/font\u003e\u003c\/p\u003e\r\n\r\n\u003cp\u003e\u003cfont size=\"3\"\u003eHardback, published 26 January 2010\u003c\/font\u003e\u003c\/p\u003e\r\n\r\n\u003cp\u003e\u003cfont size=\"3\"\u003e672 pages\u003cbr\u003e24.1 x 17.3 x 4.1 cm, 1.297 kg\u003c\/font\u003e\u003c\/p\u003e\r\n\r\n\r\n\r\n\r\n\r\n\u003cp align=\"justify\"\u003e\u003cstrong\u003e\u003cfont size=\"3\"\u003e\u003cp\u003e\u003cb\u003eWhat you need to know to engineer the global service economy.\u003c\/b\u003e \u003c\/p\u003e\n\u003cp\u003eAs customers and service providers create new value through globally interconnected service enterprises, service engineers are finding new opportunities to innovate, design, and manage the service operations and processes of the new service-based economy. \u003ci\u003eIntroduction to Service Engineering\u003c\/i\u003e provides the tools and information a service engineer needs to fulfill this critical new role. \u003c\/p\u003e\n\u003cp\u003eThe book introduces engineers as well as students to the fundamentals of the theory and practice of service engineering, covering the characteristics of service enterprises, service design and operations, customer service and service quality, web-based services, and innovations in service systems. \u003c\/p\u003e\n\u003cp\u003eReaders explore such key aspects of service engineering as: \u003c\/p\u003e\n\u003cul\u003e \u003cli\u003eThe role of service science in developing a smarter planet\u003c\/li\u003e \u003cli\u003eService enterprises, including: enterprise value creation, architecture of service organizations, service enterprise modeling, and the application of methods of systems engineering to services\u003c\/li\u003e \u003cli\u003eService design, including collaborative e-service systems and the new service development process\u003c\/li\u003e \u003cli\u003eService operations and management, including service call centers\u003c\/li\u003e \u003cli\u003eService quality, from design operations to customer relations\u003c\/li\u003e \u003cli\u003eWeb-based services and technology in the global e-organization\u003c\/li\u003e \u003cli\u003eInnovation in service systems from service engineering to integrative solutions, service-oriented architecture solutions, and technology transfer streams\u003c\/li\u003e \u003c\/ul\u003e \u003cp\u003eWith chapters written by fifty-seven specialists and edited by bestselling authors Gavriel Salvendy and Waldemar Karwowski, \u003ci\u003eIntroduction to Service Engineering\u003c\/i\u003e uses numerous examples, problems, and real-world case studies to help readers master the knowledge and the skills required to succeed in service engineering.\u003c\/p\u003e\u003c\/font\u003e\u003c\/strong\u003e\u003c\/p\u003e\r\n\r\n\u003cp\u003e\u003cfont size=\"3\"\u003e\u003cp\u003ePreface vi\u003c\/p\u003e \u003cp\u003eContributor viii\u003c\/p\u003e \u003cp\u003e\u003cb\u003eI Introduction 1\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003e1 Service Science: Toward a Smarter Planet 3\u003cbr\u003e\u003ci\u003eJ. Spohrer \u003c\/i\u003eand\u003ci\u003e P. P. Maglio\u003c\/i\u003e\u003c\/p\u003e \u003cp\u003e2 A Unified Service Theory 31\u003cbr\u003e\u003ci\u003eS. E. Sampson\u003c\/i\u003e\u003c\/p\u003e \u003cp\u003e3 Work in the Service Economy 48\u003cbr\u003e\u003ci\u003eJ. Blomberg\u003c\/i\u003e\u003c\/p\u003e \u003cp\u003e\u003cb\u003eII Service Enterprises 71\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003e4 Development of Hybrid Solutions—A Challenge for Organizations in a Competitive Environment 73\u003cbr\u003e\u003ci\u003eK. J. Zink, T. Baudach, \u003c\/i\u003eand\u003ci\u003e M. Kramp\u003c\/i\u003e\u003c\/p\u003e \u003cp\u003e5 Enterprise Value Creation in the Global Service Economy 100\u003cbr\u003e\u003ci\u003eA. Herman\u003c\/i\u003e\u003c\/p\u003e \u003cp\u003e6 Architecture of Service Organizations 109\u003cbr\u003e\u003ci\u003eM. Cases, D. A. Bodner, \u003c\/i\u003eand\u003ci\u003e B. Mutnury\u003c\/i\u003e\u003c\/p\u003e \u003cp\u003e7 Service Enterprise Modeling 135\u003cbr\u003e\u003ci\u003eY. Yih \u003c\/i\u003eand\u003ci\u003e A. Chaturvedi\u003c\/i\u003e\u003c\/p\u003e \u003cp\u003e8 Applying the Methods of Systems Engineering to Services Engineering 159\u003cbr\u003e\u003ci\u003eM. R. Mott\u003c\/i\u003e\u003c\/p\u003e \u003cp\u003e\u003cb\u003eIII Service Design 177\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003e9 Customer-Centered Design of Service Organizations 179\u003cbr\u003e\u003ci\u003eW. Karwowski, G. Salvendy, \u003c\/i\u003eand\u003ci\u003e T. Ahram\u003c\/i\u003e\u003c\/p\u003e \u003cp\u003e10 Design of Service-Oriented Architecture (SOA) 207\u003cbr\u003e\u003ci\u003eL.-J. Zhang \u003c\/i\u003eand\u003ci\u003e F. Bernardini\u003c\/i\u003e\u003c\/p\u003e \u003cp\u003e11 Design of Collaborative e-Service Systems 227\u003cbr\u003e\u003ci\u003eH. S. Ko \u003c\/i\u003eand\u003ci\u003e S. Y. Nof\u003c\/i\u003e\u003c\/p\u003e \u003cp\u003e12 New Service Development Process 253\u003cbr\u003e\u003ci\u003eK. J. Kim \u003c\/i\u003eand\u003ci\u003e T. Meiren\u003c\/i\u003e\u003c\/p\u003e \u003cp\u003e13 A Methodology for Designing Services: A Modeling Method, Design Method, CAD Tool, and Their Industrial Applications 268\u003cbr\u003e\u003ci\u003eT. Sakao, E. Sundin, M. Lindahl, \u003c\/i\u003eand\u003ci\u003e Y. Shimomura\u003c\/i\u003e\u003c\/p\u003e \u003cp\u003e\u003cb\u003eIV Service Operations 295\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003e14 Service Operations and Management 297\u003cbr\u003e\u003ci\u003eS. McLaughlin\u003c\/i\u003e\u003c\/p\u003e \u003cp\u003e15 A Service Perspective of Marketing, Operations, and Value Creation 316\u003cbr\u003e\u003ci\u003eM. A. Akaka, S. L. Vargo, \u003c\/i\u003eand\u003ci\u003e R. F. Lusch\u003c\/i\u003e\u003c\/p\u003e \u003cp\u003e16 Service Processes 338\u003cbr\u003e\u003ci\u003eP. Lillrank\u003c\/i\u003e\u003c\/p\u003e \u003cp\u003e17 Service Call Centers: Design and Operation 365\u003cbr\u003e\u003ci\u003eR. Feinberg \u003c\/i\u003eand\u003ci\u003e C. Briggs\u003c\/i\u003e\u003c\/p\u003e \u003cp\u003e\u003cb\u003eV Customer Service and Service Quality 379\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003e18 Lean Service 381\u003cbr\u003e\u003ci\u003eF. Voehl \u003c\/i\u003eand\u003ci\u003e A. Elshennawy\u003c\/i\u003e\u003c\/p\u003e \u003cp\u003e19 Designing for Service: Creating an Experience Advantage 403\u003cbr\u003e\u003ci\u003eS. Evenson \u003c\/i\u003eand\u003ci\u003e H. Dubberly\u003c\/i\u003e\u003c\/p\u003e \u003cp\u003e20 Complaint Management 414\u003cbr\u003e\u003ci\u003eB. Stauss \u003c\/i\u003eand\u003ci\u003e W. Seidel\u003c\/i\u003e\u003c\/p\u003e \u003cp\u003e21 Integrating Service Quality and Human Factors 433\u003cbr\u003e\u003ci\u003eC. Drury\u003c\/i\u003e\u003c\/p\u003e \u003cp\u003e\u003cb\u003eVI Web Services 445\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003e22 Designing Web-Based Services 447\u003cbr\u003e\u003ci\u003eN. Partarakis, C. Doulgeraki, M. Antona, \u003c\/i\u003eand\u003ci\u003e C. Stephanidis\u003c\/i\u003e\u003c\/p\u003e \u003cp\u003e23 Web Service Technology 488\u003cbr\u003e\u003ci\u003eC. Pautasso\u003c\/i\u003e\u003c\/p\u003e \u003cp\u003e24 The Development of Web-Based Services 502\u003cbr\u003e\u003ci\u003eN. Partarakis, C. Doulgeraki, M. Antona, \u003c\/i\u003eand\u003ci\u003e C. Stephanidis\u003c\/i\u003e\u003c\/p\u003e \u003cp\u003e25 Global e-Organization 533\u003cbr\u003e\u003ci\u003eN. Dholakia \u003c\/i\u003eand\u003ci\u003e R. R. Dholakia\u003c\/i\u003e\u003c\/p\u003e \u003cp\u003e\u003cb\u003eVII Innovation in Service Systems 545\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003e26 The Evolution of Service Engineering—Toward the Implementation of Designing Integrative Solutions 547\u003cbr\u003e\u003ci\u003eH. Luczak \u003c\/i\u003eand\u003ci\u003e G. Gudergan\u003c\/i\u003e\u003c\/p\u003e \u003cp\u003e27 Managing Service Innovation 576\u003cbr\u003e\u003ci\u003eJ. Tidd \u003c\/i\u003eand\u003ci\u003e F. Hull\u003c\/i\u003e\u003c\/p\u003e \u003cp\u003e28 Streamlining the Delivery of Complex SOA Solutions with Global Resources 602\u003cbr\u003e\u003ci\u003eK. Ratakonda, Y.-M. Chee, D. Oppenheim, \u003c\/i\u003eand\u003ci\u003e F. Bernardini\u003c\/i\u003e\u003c\/p\u003e \u003cp\u003e29 Technology Transfer Streams in Service Industry 621\u003cbr\u003e\u003ci\u003eW. M. Grudzewski \u003c\/i\u003eand\u003ci\u003e I. K. Hejduk\u003c\/i\u003e\u003c\/p\u003e \u003cp\u003eIndex 645\u003c\/p\u003e\u003c\/font\u003e\u003c\/p\u003e\r\n\r\n\u003cp\u003e\u003cfont size=\"3\"\u003eSubject Areas: Mechanical engineering \u0026amp; materials [\u003ca title=\"See our other books on Mechanical engineering \u0026amp; materials\" href=\"https:\/\/freshlyprintedbooks.co.uk\/search?q=%22Mechanical%20engineering%20\u0026amp;%20materials%20%5BTG%5D%22\"\u003eTG\u003c\/a\u003e]\u003c\/font\u003e\u003c\/p\u003e\r\n\r\n\r\n\u003c\/font\u003e","brand":"Wiley","offers":[{"title":"Brand New","offer_id":52276213776664,"sku":"9780470382417","price":120.46,"currency_code":"GBP","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0730\/2037\/5320\/files\/9780470382417.jpg?v=1781365239","url":"https:\/\/freshlyprintedbooks.co.uk\/products\/introduction-to-service-engineering-hardback-9780470382417","provider":"Freshly Printed Books","version":"1.0","type":"link"}