Download or read book Setting the Table written by Danny Meyer and published by Harper Collins. This book was released on 2009-10-13 with total page 244 pages. Available in PDF, EPUB and Kindle. Book excerpt: The bestselling business book from award-winning restauranteur Danny Meyer, of Union Square Cafe, Gramercy Tavern, and Shake Shack Seventy-five percent of all new restaurant ventures fail, and of those that do stick around, only a few become icons. Danny Meyer started Union Square Cafe when he was 27, with a good idea and hopeful investors. He is now the co-owner of a restaurant empire. How did he do it? How did he beat the odds in one of the toughest trades around? In this landmark book, Danny shares the lessons he learned developing the dynamic philosophy he calls Enlightened Hospitality. The tenets of that philosophy, which emphasize strong in-house relationships as well as customer satisfaction, are applicable to anyone who works in any business. Whether you are a manager, an executive, or a waiter, Danny’s story and philosophy will help you become more effective and productive, while deepening your understanding and appreciation of a job well done. Setting the Table is landmark a motivational work from one of our era’s most gifted and insightful business leaders.
Download or read book Service Industry Success Develop Your Team Empower Your People Attain Your Freedom written by Brian Harding and published by Aviva Publishing. This book was released on 2021-12 with total page 240 pages. Available in PDF, EPUB and Kindle. Book excerpt: Are you tired of employees not getting the big picture, supporting your initiatives, or following your processes, or even directives? Do you feel like you can never take more than a few days off because your business will flounder if you aren't there to drive or follow up on every critical task? Are you longing for freedom, and feel like your business owns you, but simultaneously the thought of giving up control and delegating decisions to your team terrifies you? Are you afraid to hold your employees accountable out of fear they will leave you? Don't lose hope just yet! Brian Harding has been there, and after years as a business owner and consultant, he has learned the secrets to creating a workplace where employees thrive without constant supervision, a positive culture predominates, and everyone knows what is expected of them. Now Brian shares his years of experience and expertise in his new book Service Industry Success. He explores the challenges you are facing and provides you with the necessary skills and strategies to transform your organization.
Download or read book Enhancing Customer Experience in the Service Industry written by Levent Altinay and published by Cambridge Scholars Publishing. This book was released on 2015-11-25 with total page 281 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book provides a new and definitive overview of customer experience and how it can be managed and enhanced in one of the most dynamic industries in the world—the service industry. Its highly qualified international team of contributors ensures that it adopts a global perspective, and clearly outlines the key theoretical perspectives of customer experience, covering customer experience both from demand and supplier perspectives. Fully informed by the latest research, it explores different country contexts and how they impact upon the customer experience; investigates the social, cultural and economic dimensions of customer experience; provides case studies from a wide range of service industry sectors; and includes industry perspectives and examples.
Download or read book Service Business Costing written by Markus B. Baum and published by Springer Science & Business Media. This book was released on 2012-08-17 with total page 136 pages. Available in PDF, EPUB and Kindle. Book excerpt: Service firms have high overhead costs which are difficult to assign to individual services. To bring transparency to their value chain, they need costing approaches that help them find their own improvements. Markus B. Baum explores current theory and practice of value chain approaches and cost accounting to develop a costing approach with a suitable instrument for the allocation of fixed and overhead costs for a service firm. He describes the service business costing (SBC) approach. This hybrid-costing model has a hierarchical structure in terms of consolidation and allocates cost and revenues on the lowest hierarchical level possible to ensure that all costs and income are assigned to activities from which they originated.
Download or read book The Handbook of Service Industries written by J. R. Bryson and published by Edward Elgar Publishing. This book was released on 2007-01-01 with total page 520 pages. Available in PDF, EPUB and Kindle. Book excerpt: 'It contains an impressive array of important and useful material that should be familiar to anyone interested in economic growth and change. . . the potential value to be gained from these collected works is great.' – James E. Pratt, Growth and Change Service activities are now acknowledged as key players in economic development, societal change and public policy worldwide. This exciting Handbook not only contributes to ongoing conceptual debates about the nature of service-led economies and societies; it also pushes back the frontiers of current critical thinking about the role of service activities in urban and regional development and the important research agendas that remain to be addressed. Drawing on both theory and case studies, the contributors are international experts who have written original and stimulating chapters from a number of different disciplinary perspectives. Each chapter seeks to raise awareness of, and to provoke debates about, the opportunities and challenges presented by the shift to service employment. Providing a truly interdisciplinary analysis, The Handbook of Service Industries will be invaluable to scholars specializing in services research, as well as students and researchers in the areas of economics, geography, business and management, sociology, public policy and planning. The policy-making community will also find the Handbook a relevant and useful resource.
Download or read book Costing for the Service Industry written by Veda Malagatti and published by Cambridge Scholars Publishing. This book was released on 2020-08-11 with total page 170 pages. Available in PDF, EPUB and Kindle. Book excerpt: A significant and innovative feature of this textbook is its detailed insights into the use of costing methodology for practical implications. It will serve to foster the reader’s analytical and critical thinking skills, and it highlights both traditional and the most current practices of costing methodology using real examples drawn from the service industry. Its methodological focus will allow the reader to understand the introduction of relevant costs, their functions and their behavior towards uses and limitations of cost allocations.
Download or read book Digital Transformation and Innovative Services for Business and Learning written by Sandhu, Kamaljeet and published by IGI Global. This book was released on 2020-06-26 with total page 282 pages. Available in PDF, EPUB and Kindle. Book excerpt: In a world dependent on digital technologies, business corporations continually try to stay ahead of their competitors by adopting the most updated technology into their business processes. Many companies are adopting digital transformation models, data analytics, big data, data empowerment, and data sharing as key strategies and as service disruptors for information delivery and record management. Higher education institutions have adopted digital service innovation as a core to driving their business processes. Such services are key to ensuring efficiency and improving organizational performance. Digital Transformation and Innovative Services for Business and Learning is a collection of innovative research on the latest digital services and their role in supporting the digital transformation of businesses and education. While highlighting topics including brand equality, digital banking, and generational workforce, this book is ideally designed for managers, executives, IT consultants, industry professionals, academicians, researchers, and students.
Download or read book The Experience Economy written by B. Joseph Pine and published by Harvard Business Press. This book was released on 1999 with total page 276 pages. Available in PDF, EPUB and Kindle. Book excerpt: This text seeks to raise the curtain on competitive pricing strategies and asserts that businesses often miss their best opportunity for providing consumers with what they want - an experience. It presents a strategy for companies to script and stage the experiences provided by their products.
Download or read book Intelligent Enterprise written by James Brian Quinn and published by Simon and Schuster. This book was released on 1992-09-14 with total page 519 pages. Available in PDF, EPUB and Kindle. Book excerpt: In this penetrating study of how knowledge-based services and technology are revolutionizing the economy and every corporate strategy, James Brian Quinn argues that the successful companies of the 90's -- whether in manufacturing or services -- will derive their competitive edge not from ephemerally superior products but from a deep understanding of a few highly developed knowledge and service based "core competencies." Rarely will owning the largest raw materials resource, manufacturing plants, equipment bases, or integrated facilities provide a maintainable competitive edge for major companies. Such physical properties are too easily cloned or bypassed. From now on, Quinn documents, intelligent enterprises will derive sustainable advantage from knowledge and service based activities that leverage intellectual assets. They will increase value through technological sophistication, better knowledge bases, more creative customer responsiveness, and the unsurpassed management of human and intellectual capital that competitors cannot reproduce. Quinn analyzes the technological and economic forces that make such strategies essential. He shows in detail how to create and leverage knowledge and service based core competencies for maximum focus and effectiveness. Managers, Quinn asserts, must define each value-creating activity as a knowledge based service and determine whether or not they can perform that service -- be it research, design, inventory control, accounting, distribution, or advertising -- better than anyone else in the world. Using examples from companies such as Merck, Honda, Apple, Boeing, and Wal-Mart, Quinn describes how forward-looking companies can best perform needed analyses and implement strategies around selected core competencies. By eliminating or "outsourcing" less important functions to superior outside vendors, firms become more responsive, decentralized, and lean. They become the "intelligent enterprises" of the 1990s, leveraging human and capital resources much more than other firms. They may also take on radically new organizational forms, become "starburst," "inverted," "infinitely flat," or "spiders' web" configurations. By designing and benchmarking their knowledge and service based activities to be "best in world," managers can obliterate overhead costs, smash bureaucracies, motivate personnel, and create greater value for customers and shareholders alike.
Download or read book The Growing Importance of the Service Industries written by Victor R. Fuchs and published by . This book was released on 1965 with total page 30 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Download or read book The Service Profit Chain written by James L. Heskett and published by Simon and Schuster. This book was released on 1997-04-10 with total page 345 pages. Available in PDF, EPUB and Kindle. Book excerpt: In this pathbreaking book, world-renowned Harvard Business School service firm experts James L. Heskett, W. Earl Sasser, Jr. and Leonard A. Schlesinger reveal that leading companies stay on top by managing the service profit chain. Why are a select few service firms better at what they do -- year in and year out -- than their competitors? For most senior managers, the profusion of anecdotal "service excellence" books fails to address this key question. Based on five years of painstaking research, the authors show how managers at American Express, Southwest Airlines, Banc One, Waste Management, USAA, MBNA, Intuit, British Airways, Taco Bell, Fairfield Inns, Ritz-Carlton Hotel, and the Merry Maids subsidiary of ServiceMaster employ a quantifiable set of relationships that directly links profit and growth to not only customer loyalty and satisfaction, but to employee loyalty, satisfaction, and productivity. The strongest relationships the authors discovered are those between (1) profit and customer loyalty; (2) employee loyalty and customer loyalty; and (3) employee satisfaction and customer satisfaction. Moreover, these relationships are mutually reinforcing; that is, satisfied customers contribute to employee satisfaction and vice versa. Here, finally, is the foundation for a powerful strategic service vision, a model on which any manager can build more focused operations and marketing capabilities. For example, the authors demonstrate how, in Banc One's operating divisions, a direct relationship between customer loyalty measured by the "depth" of a relationship, the number of banking services a customer utilizes, and profitability led the bank to encourage existing customers to further extend the bank services they use. Taco Bell has found that their stores in the top quadrant of customer satisfaction ratings outperform their other stores on all measures. At American Express Travel Services, offices that ticket quickly and accurately are more profitable than those which don't. With hundreds of examples like these, the authors show how to manage the customer-employee "satisfaction mirror" and the customer value equation to achieve a "customer's eye view" of goods and services. They describe how companies in any service industry can (1) measure service profit chain relationships across operating units; (2) communicate the resulting self-appraisal; (3) develop a "balanced scorecard" of performance; (4) develop a recognitions and rewards system tied to established measures; (5) communicate results company-wide; (6) develop an internal "best practice" information exchange; and (7) improve overall service profit chain performance. What difference can service profit chain management make? A lot. Between 1986 and 1995, the common stock prices of the companies studied by the authors increased 147%, nearly twice as fast as the price of the stocks of their closest competitors. The proven success and high-yielding results from these high-achieving companies will make The Service Profit Chain required reading for senior, division, and business unit managers in all service companies, as well as for students of service management.
Download or read book The Growing Importance of the Service Industries written by and published by . This book was released on 1965 with total page 30 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Download or read book The Fourth Industrial Revolution written by Klaus Schwab and published by Currency. This book was released on 2017-01-03 with total page 192 pages. Available in PDF, EPUB and Kindle. Book excerpt: World-renowned economist Klaus Schwab, Founder and Executive Chairman of the World Economic Forum, explains that we have an opportunity to shape the fourth industrial revolution, which will fundamentally alter how we live and work. Schwab argues that this revolution is different in scale, scope and complexity from any that have come before. Characterized by a range of new technologies that are fusing the physical, digital and biological worlds, the developments are affecting all disciplines, economies, industries and governments, and even challenging ideas about what it means to be human. Artificial intelligence is already all around us, from supercomputers, drones and virtual assistants to 3D printing, DNA sequencing, smart thermostats, wearable sensors and microchips smaller than a grain of sand. But this is just the beginning: nanomaterials 200 times stronger than steel and a million times thinner than a strand of hair and the first transplant of a 3D printed liver are already in development. Imagine “smart factories” in which global systems of manufacturing are coordinated virtually, or implantable mobile phones made of biosynthetic materials. The fourth industrial revolution, says Schwab, is more significant, and its ramifications more profound, than in any prior period of human history. He outlines the key technologies driving this revolution and discusses the major impacts expected on government, business, civil society and individuals. Schwab also offers bold ideas on how to harness these changes and shape a better future—one in which technology empowers people rather than replaces them; progress serves society rather than disrupts it; and in which innovators respect moral and ethical boundaries rather than cross them. We all have the opportunity to contribute to developing new frameworks that advance progress.
Download or read book Smart Machines and Service Work written by Jason E. Smith and published by Reaktion Books. This book was released on 2020-12-09 with total page 161 pages. Available in PDF, EPUB and Kindle. Book excerpt: In recent decades digital devices have reshaped daily life, while tech companies’ stock prices have thrust them to the forefront of the business world. In this rapid, global development, the promise of a new machine age has been accompanied by worries about accelerated joblessness thanks to new forms of automation. Jason E. Smith looks behind the techno-hype to lay out the realities of a period of economic slowdown and expanding debt: low growth rates and an increase of labor-intensive jobs at the bottom of the service sector. He shows how increasing inequality and poor working conditions have led to new forms of workers’ struggles. Ours is less an age of automation, Smith contends, than one in which stagnation is intertwined with class conflict.
Download or read book Contact written by Donald M. Davidoff and published by Pearson. This book was released on 1994 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: For courses in sales and marketing in hospitality/travel, tourism, and customer service, this book discusses specifically what employees in service business should and should not do when interacting with customers. The book considers service from the perspective of those who deliver service and provides a wealth of examples from the hospitality, travel, and tourism industries.
Download or read book The Convenience Revolution written by Shep Hyken and published by Sound Wisdom. This book was released on 2018-10-02 with total page 173 pages. Available in PDF, EPUB and Kindle. Book excerpt: Convenience is King When you make it easier for customers to do business with you, they will reward you with their money, their loyalty, and their referrals. There’s a reason they call it a convenience store – because it’s convenient! When you have to pick up a gallon of milk, would you rather stop by a large supermarket or a 7-Eleven? Customers who shop at convenience stores know the selection is smaller and the prices are often higher...yet they still come in droves because of the ease of purchase. What about the minibar in your hotel room? That’s convenient too...but the convenience comes at a cost. Did you ever stop to think that the same $5.00 can of Coca-Cola in the hotel’s mini-fridge can be bought down the hall from the vending machine for just $1.25? Yet even with that can of Coke being four times more expensive, hotels are restocking minibars every day. Customers will pay for convenience. And they’ll choose to do more business over time with the people and companies that make their lives more convenient! Whether you’re trying to out-service a competitor or disrupt an entire industry, creating less friction and being more convenient for your customers should be your strategy. When you raise the convenience bar, you create the next level of amazing customer experience. This book shows you how to leverage convenience as a powerful way to differentiate yourself from your competition. You’ll learn six compelling strategies, supported by numerous examples and case studies that will fuel your plan to create a focus on convenience for your customers. The value proposition is both simple and profound: when you reduce friction and make it easier for customers to do business with you, they’ll reward you with their money, their loyalty, and their referrals. That’s the advantage of being a part of The Convenience Revolution.
Download or read book Service Industry Databook written by B. Elango and published by Springer. This book was released on 2015-09-08 with total page 250 pages. Available in PDF, EPUB and Kindle. Book excerpt: Locating empirical information on specific service industry characteristics is not an easy task, even for an individual familiar with various sources of data. This book is a quick source of information on service industry statistics across many nations of the world. The reader is introduced to finding key sources of data, building analytical ratios from diverse sources, and understanding the advantages and disadvantages of data selection methods in the service sector. The global nature of the data compiled in this book, especially an extensive coverage of the United States, makes it an invaluable resource to active researchers and stakeholders in the service industry as well as those who seek to enter it.
