ISE Service Management: Operations, Strategy, Information Technology

Bordoloi's Service Management 10e provides comprehensive coverage of the impacts of COVID-19, emphasizing service innovation, competitive advantage, and continuous quality improvement. It is written in an engaging literary style, uses examples, and integrates technology, operations, and human behavior. The book focuses on managing services for competitive advantage and emphasizes the need for continuous improvement in a global environment. Each chapter includes a vignette, preview, closing summary, key terms and definitions, service benchmark, topics for discussion, interactive exercise, solved problems, and exercises.

Format: Paperback / softback
Length: 544 pages
Publication date: 20 April 2022
Publisher: McGraw-Hill Education

The book is organized into five parts,each of which focuses on a different aspect of service management.
The 10th edition of Bordoloi's Service Management offers comprehensive coverage of the impacts of COVID-19, including the remarkable service innovation and progress experienced during a global pandemic. Written in an engaging literary style, this book draws upon the research and consulting expertise of the authors, emphasizing the importance of service for competitive advantage and the seamless integration of technology, operations, and human behavior. It underscores the need for continuous quality improvement to thrive in a global landscape.

This edition maintains its recognition of the unique nature of service management, highlighting its distinct characteristics and challenges. The book is structured in five parts, each dedicated to a different facet of service management.

Part I: Foundations of Service Management provides an introduction to the field and explores the theoretical foundations, principles, and models that underpin service management. It introduces key concepts such as customer value, service quality, and customer satisfaction, and discusses the role of service management in creating and sustaining competitive advantage.

Part II: Service Design and Delivery focuses on the process of designing and delivering high-quality services that meet customer needs and expectations. It covers the development of service strategies, service design principles, and the use of technology to enhance service delivery. The chapter also emphasizes the importance of customer involvement in service design and delivery and the role of service operations in managing and improving service quality.

Part III: Service Operations and Technology focuses on the management of service operations and technology. It covers the development of service operations strategies, the management of resources, and the use of technology to improve service efficiency and effectiveness. The chapter also discusses the role of information technology in service management and the challenges of managing digital services.

Part IV: Service Marketing and Sales focuses on the marketing and sales of services. It covers the development of service marketing strategies, the management of customer relationships, and the use of sales techniques to promote and sell services. The chapter also emphasizes the importance of customer experience management and the role of branding in service marketing.

Part V: Service Strategy and Management focuses on the development and implementation of service strategies. It covers the development of service vision and mission statements, the development of service strategies, and the management of service innovation and progress. The chapter also discusses the role of leadership and management in service strategy and management.

Throughout the book, real-world examples and case studies are used to illustrate the practical application of service management principles and strategies. These examples help to bring the theory to life and provide valuable insights into the challenges and opportunities faced by service organizations in today's dynamic business environment.

In conclusion, Bordoloi's Service Management 10e is an essential resource for students, professionals, and researchers interested in service management. Its comprehensive coverage of the impacts of COVID-19, coupled with its engaging literary style and practical insights, makes it an invaluable tool for anyone seeking to excel in the field. Whether you are a seasoned service manager or just starting your career, this book will provide you with the knowledge and skills needed to succeed in today's competitive service industry.

Weight: 966g
ISBN-13: 9781265075538
Edition number: 10 ed