Download or read book Using Ambidexterity to Achieve Service Excellence written by Alexander Ditzel and published by GRIN Verlag. This book was released on 2014-02-10 with total page 52 pages. Available in PDF, EPUB and Kindle. Book excerpt: Bachelor Thesis from the year 2011 in the subject Business economics - Offline Marketing and Online Marketing, grade: 1,3, EBS European Business School gGmbH, language: English, abstract: In conjunction with the advancing process of globalization the competitive environment continually intensifies (Meyer, 2002, p. 3). The possibilities to minimize costs and to increase return on sales are mostly exhausted or require a high amount of effort to be realized (Kuhn & Hellingrath, 2002, p. 1). Market saturation in industrial nations caused a swift from seller to buyer markets (Meyer, 2002, p. 4), where the major challenge for service companies is based in the flexible and adaptable fulfillment of ascending demands and expectations of its customers (Gouthier, 2006, p. 58; Grant, 1996, p. 375). Delivering an outstanding and positively surprising service to the customer can lead to competitive advantages, such as a higher willingness to pay as the study by Homburg, Koschate, and Hoyer (2005) indicates, a higher loyalty if customers are very satisfied as “the Satisfaction-Loyalty Link” by Jones and Sasser (1995, p. 95) depicts, or a increased intention to recommend the services or products of a several provider (Mittal & Kamakura, 2001). Thus, topics, such as service excellence gain importance, where companies appeal to continually improve and even perfect their service offer in order to achieve customer delight (Jonston, 2004, p. 129). Famous examples of companies that continuously strive for service excellence are Singapore Airlines and the Ritz Carlton hotels (Johnston, 2007, p. 23; Heracleous & Wirtz, 2010). By watching classical advertisement in television or radio, several companies claim to deliver excellent service to their clients although in practical business life they fail. In order to implement service excellence, managers’ major issue is the combination of the apparently opposing forces of effectiveness and efficiency of their service. The view to be able to combine these two contrary forces contradicts Porter’s claim for differentiation and cost leadership (Porter, 1997). Nevertheless, Heracleous, Wirtz, and Johnston (2004) emphasize the necessity to find a balance between service effectiveness and service efficiency, and Bartlett, Ghoshal, and Birkinshaw (2004, pp. 405-406) describe a symbiotic process of rationalization and revitalization as crucial to succeed in a highly competitive environment. The concept of organizational ambidexterity borrowed from organizational theory offers a response how to combine these two characteristics without neglecting one of them.
Download or read book The Routledge Handbook of Service Research Insights and Ideas written by Eileen Bridges and published by Routledge. This book was released on 2020-04-02 with total page 520 pages. Available in PDF, EPUB and Kindle. Book excerpt: The Routledge Handbook of Service Research Insights and Ideas offers authoritative coverage of current scholarship in the expanding discipline of service research. Original chapters from the world’s leading specialists in the discipline explore foundations and innovations in services, highlighting important issues relating to service providers, customers, and service design. The volume goes beyond previous publications by drawing together material from different functional areas, including marketing, human resource management, and service process design and operations. These topics are important in helping readers become knowledgeable about how different functional areas interact to create a successful customer experience. This book is ideal as a first port of call for postgraduate students desiring to get up to speed quickly in the services discipline. It is also a must-read for academics new to services who want to access cutting-edge research.
Download or read book Handbook of Service Marketing Research written by Roland T. Rust and published by Edward Elgar Publishing. This book was released on 2014-02-28 with total page 629 pages. Available in PDF, EPUB and Kindle. Book excerpt: The Handbook of Service Marketing Research brings together an all-star team of leading researchers in service marketing to explore many of the hottest topics in service marketing today. Cutting-edge topics include: customer relationships and loy
Download or read book Artificial Intelligence in Customer Service written by Jagdish N. Sheth and published by Springer Nature. This book was released on 2023-08-17 with total page 315 pages. Available in PDF, EPUB and Kindle. Book excerpt: This edited volume elucidates how artificial intelligence (AI) can enable customer service to achieve higher customer engagement, superior user experiences, and increased well-being among customers and employees. As customer expectations dictate 24/7 availability from service departments and market pressures call for lower costs with higher efficiency, businesses have accepted that AI is vital in maintaining customer satisfaction. Yet, firms face tough challenges in choosing the right tool, optimizing integration, and striking the appropriate balance between AI systems and human efforts. In this context, chapters in this book capture the latest advancements in AI-enabled customer service through real-world examples. This volume offers a global perspective on this contemporary issue, covering topics such as the use of AI in enhancing customer well-being, data and technology integration, and customer engagement.
Download or read book Services Marketing People Technology Strategy Ninth Edition written by Jochen Wirtz and published by World Scientific. This book was released on 2021-10-15 with total page 683 pages. Available in PDF, EPUB and Kindle. Book excerpt: Services Marketing: People, Technology, Strategy is the ninth edition of the globally leading textbook for Services Marketing by Jochen Wirtz and Christopher Lovelock, extensively updated to feature the latest academic research, industry trends, and technology, social media, and case examples.This book takes on a strong managerial approach presented through a coherent and progressive pedagogical framework rooted in solid academic research. It features cases and examples from all over the world and is suitable for students who want to gain a wider managerial view.Supplementary Material Resources:Resources are available to instructors who adopt this textbook for their courses. These include: (1) Instructor's Manual, (2) Case Teaching Notes, (3) PowerPoint deck, and (4) Test Bank. Please contact [email protected] Features:
Download or read book Service Quality and Productivity Management written by Jochen Wirtz and published by Ws Professional. This book was released on 2017 with total page 80 pages. Available in PDF, EPUB and Kindle. Book excerpt: Preface -- Introduction -- Integrating service quality and productivity strategies -- What is a service quality? -- Identifying and correcting service quality problems -- Measuring service quality -- Soft and hard service quality measures -- Learning from customer feedback -- Hard measures of service quality -- Tools to analyze and address service quality problems -- Return on quality -- Defining and measuring productivity -- Improving service productivity -- Conclusion -- Summary -- Endnotes
Download or read book Smart Industry Better Management written by Tanya Bondarouk and published by Emerald Group Publishing. This book was released on 2022-07-18 with total page 163 pages. Available in PDF, EPUB and Kindle. Book excerpt: The ebook edition of this title is Open Access and freely available to read online. Smart Industry, Better Management explores concepts in future-proofing industrial and product systems, use of cyber physical systems, digitization, interconnectivity, and new manufacturing and product technologies.
Download or read book Handbook of Organizational Creativity written by Roni Reiter-Palmon and published by Elsevier. This book was released on 2023-06-22 with total page 448 pages. Available in PDF, EPUB and Kindle. Book excerpt: Handbook of Organizational Creativity: Leadership, Interventions, and Macro Level Issues, Second Edition covers creativity from many perspectives in two unique volumes, including artificial Intelligence work, creativity within specific applied domains (e.g., engineering, science, therapy), and coverage of leadership. The book includes individual, team and organizational level factors and includes organizational interventions to facilitate creativity (such as training). Chapters focus on creative abilities and creative problem-solving processes, along with individual differences such as motivation, affect and personality. New chapters include the neuroscience of creativity, creativity and meaning, morality/ethicality and creativity, and creative self-beliefs. Sections on group level phenomena examine team cognition, team social processes, team diversity, social networks, and multi-team systems and creativity. Final coverages includes different types and approaches to leadership, such as transformational leadership, ambidextrous leadership leader-follower relations, and more. Focuses on the key need to increase creativity and innovation in organizations Identifies factors influencing organizational creativity in specific subject domains Discusses effects of rewards, training, and performance management on creativity Contains new coverage of virtual teams, creative meetings, and multiteam systems Presents interventions to improve organizational creativity Explores use of AI, technology, and design thinking for organizational creativity This expanded second edition is divided into two volumes. For further information on Individual and Group Level Influences visit https://shop.elsevier.com/books/handbook-of-organizational-creativity/reiter-palmon/978-0-323-91840-4
Download or read book Ambidextrous Organizations in the Big Data Era written by Riccardo Rialti and published by Springer Nature. This book was released on 2019-12-19 with total page 105 pages. Available in PDF, EPUB and Kindle. Book excerpt: Addressing the effect of big data analytics-capable information systems on organizational ambidexterity, this book investigates how these systems can be used to enhance organizational agility and flexibility, generally considered to be two key determinants of organizational ambidexterity. With a focus on the opportunities for businesses rather than the burden that big data can represent, the authors highlight the impact of big data on ambidextrous organizations and how current organizational structures can be modified in order to improve big data analytics and implement big data-capable information systems.
Download or read book Lead and Disrupt written by Charles A. O’Reilly III and published by Stanford University Press. This book was released on 2016-03-30 with total page 277 pages. Available in PDF, EPUB and Kindle. Book excerpt: In the past few years, a number of well-known firms have failed; think of Blockbuster, Kodak, or RadioShack. When we read about their demise, it often seems inevitable—a natural part of "creative destruction." But closer examination reveals a disturbing truth: Companies large and small are shuttering more quickly than ever. What does it take to buck this trend? The simple answer is: ambidexterity. Firms must remain competitive in their core markets, while also winning in new domains. Innovation guru Clayton M. Christensen has been pessimistic about whether established companies can prevail in the face of disruption, but Charles A. O'Reilly III and Michael L. Tushman know they can! The authors explain how shrewd organizations have used an ambidextrous approach to solve their own innovator's dilemma. They contrast these luminaries with companies which—often trapped by their own successes—have been unable to adapt and grow. Drawing on a vast research program and over a decade of helping companies to innovate, the authors present a set of practices to guide firms as they adopt ambidexterity. Top-down and bottom-up leaders are key to this process—a fact too often overlooked in the heated debate about innovation. But not in this case. Readers will come away with a new understanding of how to improve their existing businesses through efficiency, control, and incremental change, while also seizing new markets where flexibility, autonomy, and experimentation rule the day.
Download or read book Catalyzing Innovations For A Sustainable Future Bite sized Commentaries And Resource Materials written by Thomas Menkhoff and published by World Scientific. This book was released on 2021-06-21 with total page 254 pages. Available in PDF, EPUB and Kindle. Book excerpt: 'This book competently demonstrates the full potential of effective innovation governance and outlines what Innovation Leaders need to know and do in order to make innovation work.'Howard THOMASProfessor Emeritus of Strategic Management and Management EducationSingapore Management University (SMU)What is innovation and what does it take to make it work? How can innovation management and governance help to create and capture new value towards a sustainable future?This reader contains several 'op-eds' (op-ed = short for 'opposite the editorial page') on innovation management and urban sustainability matters written between 2012 and 2021 for Singapore-based print media aimed at providing interested readers with deeper insights into key enablers of effective innovation governance at corporate levels. The bite-sized commentaries on innovation matters are loosely structured with regards to Leadership & Strategy, People & Organisational Culture, Innovation Processes, Knowledge & Learning as well as Innovation Governance. Besides three case studies of innovation award winners (Singapore Airlines; National Library Board Singapore; Qian Hu Corporation Ltd.), the book also entails reflections about the 'smart city' strategies of Singapore, Berlin (Germany) and Barcelona (Spain) aimed at enhancing sustainability and liveability.This resource book is essential reading for anyone interested in acquiring innovation management and governance know how — from graduate students and advanced undergraduates to innovation practitioners in business and society as well as start-up founders and municipal leaders.
Download or read book The Routledge Handbook of Service Research Insights and Ideas written by Eileen Bridges and published by Routledge. This book was released on 2020-04-02 with total page 587 pages. Available in PDF, EPUB and Kindle. Book excerpt: The Routledge Handbook of Service Research Insights and Ideas offers authoritative coverage of current scholarship in the expanding discipline of service research. Original chapters from the world’s leading specialists in the discipline explore foundations and innovations in services, highlighting important issues relating to service providers, customers, and service design. The volume goes beyond previous publications by drawing together material from different functional areas, including marketing, human resource management, and service process design and operations. These topics are important in helping readers become knowledgeable about how different functional areas interact to create a successful customer experience. This book is ideal as a first port of call for postgraduate students desiring to get up to speed quickly in the services discipline. It is also a must-read for academics new to services who want to access cutting-edge research.
Download or read book The Corporates Strike Back written by Lucas Sauberschwarz and published by Springer Nature. This book was released on 2021 with total page 206 pages. Available in PDF, EPUB and Kindle. Book excerpt: 65% of global CEOs are concerned about losing the innovation race against disruptive start-ups. The supposed solution: copying their methods. But as corporations are not start-ups, this is a fatal mistake. Most ideas never reach successful implementation, and innovation becomes frustration. So how does a solution look like that enables large firms to systematically leverage their existing strength and thus win the innovation race sustainably? The answer is the 5C process for efficient innovation. This book closes a gap in the practice-oriented innovation literature - and brings the desire for innovation back to established companies. The road to successful innovation management is long - this book is the shortcut. Thomas Weiler, VP Innovation Portfolio & Strategic Programs, Deutsche Telekom An overdue update on traditional R&D processes for the 21st century. Uwe Wagner, CTO, Schaeffler Anyone who has ever experienced the methodology described here in practice will hide the book from the competition! Dr. Carsten Stocker, World Economic Forum, Global Future Council-Member.
Download or read book Balancing Agile and Disciplined Engineering and Management Approaches for IT Services and Software Products written by Mora, Manuel and published by IGI Global. This book was released on 2020-07-10 with total page 354 pages. Available in PDF, EPUB and Kindle. Book excerpt: The highly dynamic world of information technology service management stresses the benefits of the quick and correct implementation of IT services. A disciplined approach relies on a separate set of assumptions and principles as an agile approach, both of which have complicated implementation processes as well as copious benefits. Combining these two approaches to enhance the effectiveness of each, while difficult, can yield exceptional dividends. Balancing Agile and Disciplined Engineering and Management Approaches for IT Services and Software Products is an essential publication that focuses on clarifying theoretical foundations of balanced design methods with conceptual frameworks and empirical cases. Highlighting a broad range of topics including business trends, IT service, and software development, this book is ideally designed for software engineers, software developers, programmers, information technology professionals, researchers, academicians, and students.
Download or read book Research Handbook on Services Management written by Davis, Mark M. and published by Edward Elgar Publishing. This book was released on 2022-08-05 with total page 371 pages. Available in PDF, EPUB and Kindle. Book excerpt: This comprehensive Research Handbook reflects the latest research breakthroughs and practices in services management. Addressing services management from a broader strategic perspective, it delves into the key issues of analytics and service robots, and their potential impact. Edited by the late Mark M. Davis, it represents an early foray into the new frontier of services management and provides insights into the future of the field.
Download or read book Managing Business Performance written by Umit S. Bititci and published by John Wiley & Sons. This book was released on 2015-08-11 with total page 310 pages. Available in PDF, EPUB and Kindle. Book excerpt: Motivate, engage, and achieve lasting success with more effective performance management Managing Business Performance offers a unique blueprint for achieving organisational excellence through improved productivity, efficiency, engagement, and morale. With a unique approach that acknowledges the human aspect of performance management, this book combines technical and social know-how to give you a solid framework for designing, configuring, and managing performance improvement initiatives with sustainable results. You'll find practical models, techniques, and tools that take you beyond management theory into advice that you can use, with clear explanations that steer you toward the customisations that would best suit your organisation. International case studies illustrate these ideas in action, providing an intimate look at how cultural differences impact management strategies, and insight into how they can be managed. Organisational performance tools and techniques are well established, but many organisations will never realise their full benefit. This book helps you get more out of your performance strategy by showing you how the organisation's complex social nature impacts real-world outcomes, and how it can be used to drive better performance. Blend technical and social management strategies Keep people motivated and engaged See better results with more staying power Get the very best from your organisation Performance management strategies that fail to take people into account are counterproductive. There's no better way to de-motivate, demoralise, and disengage the people upon whom the organisation depends. Sustainable success requires a blended approach that utilizes the most effective science within the art of people management, and Managing Business Performance gives you a solid foundation for better business performance strategy.
Download or read book Industry Practices Processes and Techniques Adopted in Education written by Kathryn MacCallum and published by Springer Nature. This book was released on 2022-08-25 with total page 415 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book provides a single source of reference for educators interested in understanding how industry-based ideas have been adapted into different educational contexts, and supports their utilisation in practice. The link between industry-based ideas and their application in education has enabled educators to develop engaging, collaborative, and creative learning environments, as well as better preparing their students for an increasingly complex and dynamic global environment. This book includes contributions from educators, researchers, and practitioners, who have integrated industry-based ideas into their teaching, and explores how these concepts and practices support the creation of effective learning environments. Through these diverse, international contributions, this book enables wider engagement with, and critical analysis of, the application of industry practices, processes and techniques in the development of collaborative and creative learning environments.
