Designing Service Excellence: People and Technology

The moment of truth is when consumers experience and judge service quality, which is a deciding factor in business success. Designing Service Excellence: People and Technology provides practical information on the design, management, and organization of service industries, investigating consumers' experience and judgment on service quality. It identifies service as an area of business and management where rapid change is taking place, examining how social, cultural, and technological developments influence the ways customers contact, negotiate, and purchase services.

Format: Paperback / softback
Length: 194 pages
Publication date: 31 March 2021
Publisher: Taylor & Francis Ltd

The moment of truth, when consumers experience and judge service quality, holds immense significance in determining the success of a business. Designing Service Excellence: People and Technology offers valuable insights into the design, management, and organization of various service industries, including hotels, restaurants, banks, financial institutions, retail, and the public sector. The authors delve into the consumer's experience and judgment on service quality, recognizing it as the ultimate determinant of a service's success or failure. They further explore the role of people, usability, and technology in automating high-quality service.

This research-driven book identifies service as a rapidly evolving domain in business and management, emphasizing the interplay between people and technology as a central force driving change. The authors examine how service has evolved into a harmonious blend of human interaction and technological advancements, shaping the way customers engage, negotiate, and purchase services from their preferred service providers. They also discuss how social, cultural, and technological developments influence the customer journey, communication, and recommendation of services. These interconnected aspects of modern life have profoundly transformed the nature of service provision and consumption.

In the face of the ever-increasing importance of service, organizations that prioritize service design, management, and delivery find themselves facing a critical challenge. Survival in today's competitive landscape depends on the ability to deliver exceptional service experiences. This book provides a deep understanding of the relationship between people and technology, equipping organizations with the knowledge and tools necessary to thrive in the service-oriented economy. It offers practical strategies and techniques for enhancing service quality, improving customer engagement, and leveraging technology to streamline service operations.

By embracing the principles outlined in Designing Service Excellence: People and Technology, organizations can elevate their service offerings, differentiate themselves from competitors, and cultivate a loyal customer base. It serves as a valuable resource for professionals, executives, and students seeking to excel in the service industry, providing a comprehensive guide to designing, managing, and delivering exceptional service experiences.

Weight: 304g
Dimension: 155 x 231 x 15 (mm)
ISBN-13: 9780367783747