"This prescient Handbook adopts an overarching perspective on service experiences in business contexts. Incorporating up-to-date research and empirical case studies, chapters focus on customer experience design, innovation and management in the digital era. The Handbook of Service Experience...

Purpose: This article harmonizes the causal diagram with the objective tree to evaluate service quality and to identify action strategies that improve the quality of service in the hotel industry.Design/methodology/approach: In stage I, we obtained the quality perception records of 127...

This contribution develops critique from analysing forms of misconduct by knowledge-intensive business services (KIBS) firms, especially the largest, globally located and client-interactive on all five continents. Management consultancy infractions range from supplying spurious advice, to...

Part I: The International Environment for Service Firms -- Chapter 1: Introduction: Services in International Business -- Chapter 2: International Service Business and Globalization -- Chapter 3: Development of International Trade and Investment in Services -- Chapter 4: National Differences in...

Services Everywhere -- Services in Complexity -- The Perspective of Networks -- The Perspective of Resources -- The Perspective of Needs -- The Perspective of Culture -- Principles of Service Design and Innovation.

The immediate need for servitization and digital technologies like the Internet of Things (IoT), cloud computing and predictive analysis must be addressed in manufacturing industries. This research aims to analyze the impact of manufacturing services transformation management from traditional...

Die Hotellerie ist in den letzten zwanzig Jahren von zahlreichen Strukturumbrüchen und Krisen erfasst worden und so sind die Herausforderungen, ein Hotelunternehmen erfolgreich zu führen, komplexer geworden. Megatrends wie der demografische Wandel, der Arbeits- und Fachkräftemangel, die...

"As organizations navigate the complexities of modern information systems management (ISM), they face many challenges. Rapid technological advancements, changing workplace structures, and mainstreaming remote work have underscored the need for clear roles, responsibilities, and methods for...

Researchers have made efforts to combine service management theory with public administration theory to develop an enhanced model of public service logic and help the public sector to develop services through co-creation with service users. This study considered the appropriateness of public...

A firm or an industry can make use of other forms of communication and promotion besides advertising. The most important objective for these complementary promotional activity is to identify and approach prospective customers with a promotional message as precisely as possible. So we can say...