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Service Science Research, Strategy and Innovation

Book Description

The provision of services in both public and private sectors has increased dramatically over the last decade and a half.  Many economies have shifted to a predominantly services model, leaving manufacturing and agriculture in their shadow.
Service Science Research, Strategy and Innovation: Dynamic Knowledge Management Methods explores areas such as strategy development, service contracts, human capital management, leadership, management, marketing, e-government, and e-commerce. As this reference includes real world examples of selected cases, it will give readers the tools to utilize the knowledge and techniques needed to succeed in their careers. The perspectives gained from this volume will engage innovations of service and increased value wherever people interact with each other with resources and technology.

Table of Contents

  1. Cover
  2. Title Page
  3. Copyright Page
  4. Editorial Advisory Board and List of Reviewers
    1. Editorial Advisory Board
    2. List of Reviewers
  5. Foreword
  6. Preface
  7. Acknowledgment
  8. Section 1: Service Science
    1. Chapter 1: Services and Service Management
      1. Abstract
      2. Introduction
      3. The features of services
      4. Concepts of services
      5. THE MANAGEMENT OF THE SERVICES
      6. OPERATIONAL AND ECONOMIC PRINCIPLES OF SERVICES
      7. THE HUMAN FACTORS OF SERVICES
      8. Conclusion
    2. Chapter 2: The Management of Services Contracts
      1. ABSTRACT
      2. INTRODUCTION
      3. THE PLANNING OF SERVICE CONTRACTS
      4. SERVICE CONTRACT FORMATION: SUPPLY CHAIN ISSUES
      5. SERVICE CONTRACT MANAGEMENT
      6. FUTURE RESEARCH DIRECTIONS
      7. CONCLUSION
    3. Chapter 3: A Model of Profitable Service Recovery
      1. Abstract
      2. INTRODUCTION
      3. PROPOSITIONS
      4. COMPONENTS OF SERVICE RECOVERY PROFITABILITY
      5. A STRATEGIC MODEL OF SERVICE RECOVERY
    4. Chapter 4: Increasing Service Exports
      1. ABSTRACT
      2. INTRODUCTION
      3. LITERATURE REVIEW
      4. METHODOLOGY
      5. RESULTS AND DISCUSSION
      6. CONCLUSION
    5. Chapter 5: A Theoretical and Empirical Investigation into Service Failure and Service Recovery in the Restaurant Industry
      1. Abstract
      2. INTRODUCTION AND CONTEXT
      3. THEORETICAL OVERVIEW
      4. PROBLEM STATEMENT AND OBJECTIVES OF THE EMPIRICAL STUDY
      5. RESEARCH METHODOLOGY
      6. RESULTS FROM THE EMPIRICAL STUDY
      7. A COMPARISON BETWEEN SOUTH AFRICA (SA), THE USA AND IRELAND
      8. CONCLUSION FROM THE EMPIRICAL STUDY
      9. MANAGERIAL IMPLICATIONS BASED ON THE EMPIRICAL STUDY
      10. CONCLUSION
    6. Chapter 6: Structuring the Service Encounter
      1. Abstract
      2. INTRODUCTION
      3. STRUCTURING THE SERVICE ENCOUNTER
      4. METHOD
      5. RESULTS
    7. Chapter 7: How Service Firms Manage Innovation
      1. Abstract
      2. INTRODUCTION
      3. DEVELOPING NEW SERVICES: A STATE OF THE ART
      4. QUALITATIVE ANALYSIS AND INNOVATION STRATEGIC TRENDS
      5. IMPLICATIONS FOR SERVICE DEVELOPMENT AND INNOVATION MANAGEMENT
      6. CONCLUSION
    8. Chapter 8: Managing Intercultural Service Encounters
      1. Abstract
      2. INTRODUCTION
      3. DEFINITION OF CULTURE
      4. THE IMPACTS OF CULTURAL DIFFERENCES DURING SERVICE ENCOUNTERS: THE EAST - WEST PERSPECTIVE
      5. CULTURAL DIMENSIONS THAT CAN CAUSE CONFLICT DURING INTERCULTURAL SERVICE ENCOUNTERS
      6. TOWARDS SUCCESSFUL INTERCULTURAL SERVICE ENCOUNTERS
    9. Chapter 9: The Role of External Indicators in Measuring the Service Performance of Local Governments
      1. Abstract
      2. INTRODUCTION
      3. Background
      4. THE ROLE AND CONTRIBUTIONs OF EXTERNAL INDICATORS IN evaluating LOCAL GOVERNMENT
      5. External indicators and culture: some insights from an empirical study of Italian local governments
      6. Solutions and Recommendations
      7. dIRECTIONS for FuTURE rESEARCH
      8. Conclusion
    10. Chapter 10: Service Science, Value Creation, and Sustainable Development
      1. Abstract
      2. INTRODUCTION
      3. Background
      4. The problem of sustainable development
      5. Conclusion
    11. Chapter 11: Productivity and Innovation in Services
      1. Abstract
      2. INTRODUCTION
      3. STRATEGIC PRIORITIES
      4. IMPLEMENTATION PRIORITIES
      5. TECHNOLOGY LEVERAGING FOR ADVANCEMENT OF SERVICES
  9. Section 2: Technology and Innovation
    1. Chapter 12: Technology-Induced Customer Services in the Developing Countries
      1. ABSTRACT
      2. INTRODUCTION
      3. TECHNOLOGICAL TRANSITION AND MARKETING
      4. THE NEW TECHNOLOGICAL DISPARITY
      5. METHODS, APPROACH, AND ANALYSIS
      6. CONCLUDING REMARKS AND FUTURE OUTLOOK
    2. Chapter 13: Technical Competitive Intelligence System
      1. ABSTRACT
      2. INTRODUCTION
      3. TECHNICAL COMPETITIVE SYSTEM: HISTORICAL OVERVIEW
      4. TECHNICAL COMPETITIVE INTELLIGENCE SYSTEM: A PROPOSED MODEL
      5. BOOSTING OPEN INNOVATION MODELS
      6. LINKING TCI SYSTEM TO OPEN INNOVATION PROCESSES
      7. CONCLUSION
    3. Chapter 14: Business-to-Consumers eCommerce
      1. ABSTRACT
      2. INTRODUCTION
      3. B2C E-COMMERCE
      4. SIMPLICITY OF STARTING AN E-BUSINESS
      5. ADVANTAGES AND DISADVANTAGES OF STARTING E-BUSINESS
      6. DEVELOPING E-MARKETING STRATEGY
      7. ATTRACTING TRAFFIC TO WEB SITES
      8. MARKETING RESEARCH AND TRACKING WEB SITE VISITORS
      9. SUMMARY AND CONCLUSION
    4. Chapter 15: B2B eCommerce
      1. ABSTRACT
      2. INTRODUCTION
      3. MARKETING DIRECTLY FROM MANUFACTURER AND DISTRIBUTOR WEB SITES
      4. ONLINE INTERMEDIARIES
      5. ONLINE AUCTIONS
      6. ATTRACTING TRAFFIC TO WEB SITES
      7. INTRANET AND EXTRANETS
      8. IMPORTANCE OF RELATIONSHIP MARKETING IN B2B ECOMMERCE
      9. CONCLUSION
    5. Chapter 16: An Innovative Firm
      1. Abstract
      2. INTRODUCTION
      3. LITERATURE REVIEW
      4. AN INNOVATIVE FIRM: RENOVA
      5. THE LEADER: PEOPLE, PASSION, PROCESSES, AND PRODUCTS
      6. THE COMPANY’S NUMBERS AND FIGURES
      7. FOR A NEW WELL-BEING
      8. RENOVA’S SUSTAINABLE INNOVATION
      9. CONCLUSION
      10. Appendix
      11. Renova’s Most Important Moves
    6. Chapter 17: Service Science Innovations
      1. ABSTRACT
      2. INTRODUCTION
      3. THEORY OF E-GOVERMENT
      4. THE STRUCTURE OF E-GOVERNMENT
      5. THE LEVEL OF “E-GOVERNMENT” IN THE WORLD
      6. CONCLUSION
      7. APPENDIX
  10. Section 3: Strategy and Knowledge Management
    1. Chapter 18: Resources, Capabilities, and Business Success
      1. ABSTRACT
      2. INTRODUCTION
      3. RESOURCE BASED VIEW (RBV) OF THE FIRM
      4. CAPABILITIES
      5. STRATEGIC CAPABILITIES
      6. DYNAMIC CAPABILITIES
      7. INDICATORS OF SUCCESS
      8. THE RELATIONSHIP BETWEEN CAPABILITIES AND BUSINESS SUCCESS
      9. INTEGRATING RESOURCES, CAPABILITIES, AND BUSINESS SUCCESS
      10. CONCLUSION
    2. Chapter 19: Understanding Business Strategy
      1. ABSTRACT
      2. INTRODUCTION
      3. THE IMPORTANCE OF HAVING AN OVERALL CONSISTENT STRATEGY
      4. THE STRUCTURE AND MAIN COMPONENTS OF STRATEGIC MANAGEMENT
      5. CONCLUSION
    3. Chapter 20: Business Strategies Incorporating Sustainable Development Principles
      1. ABSTRACT
      2. INTRODUCTION
      3. THE FUNCTIONAL ECONOMY
      4. NEW BUSINESS APPROACHES IN THE CONTEXT OF A FUNCTIONAL ECONOMY
      5. RESEARCH METHODOLOGY
      6. PRESENTATION AND DISCUSSION OF RESULTS
      7. CONCLUSION
    4. Chapter 21: Entrepreneurship and Competitive Strategy
      1. Abstract
      2. INTRODUCTION
      3. ENTREPRENEURSHIP AND COMPETITIVENESS
      4. COMPETITIVE STRATEGY TYPOLOGIES AND ENTREPRENEURSHIP
      5. COMPETITIVE ADVANTAGE
      6. THE ENTREPRENEURIAL COMPETITIVE STRATEGY IMPERATIVE
      7. CONCLUSION
    5. Chapter 22: Leadership Perspectives on the Global Market for Corporate Control
      1. Abstract
      2. Introduction
      3. Shareowner-Manager Relations: Seeking Protection from Unprincipled CEOs
      4. Strategic Visions in Service Industry Mergers and Acquisitions
      5. Discussion and Implications
    6. Chapter 23: PLC and SWOT Reengineered
      1. ABSTRACT
      2. INTRODUCTION
      3. TRADITIONAL PLC AND SWOT
      4. LITERATURE REVIEW
      5. FROM SWOT TO SWOTCHI/E
      6. FROM PLC (SLC) TO PRCL (SRCL) OR, CHANGING PRODUCT CYCLES FROM “CRADLE TO GRAVE” TO “CRADLE TO CRADLE”
      7. MANAGEMENT IMPLICATIONS
    7. Chapter 24: Strategic Marketing
      1. Abstract
      2. INTRODUCTION
      3. MISSION AND VISION
      4. STRATEGIC BUSINESS UNITS (SBU)
      5. THE BCG MATRIX
      6. PLANNING AT THE SBU LEVEL
      7. STRENGTHS
      8. WEAKNESSES
      9. OPPORTUNITIES
      10. THREATS
      11. MARKET SEGMENTATION, TARGETING, AND POSITIONING
      12. IDENTIFYING MARKET OPPORTUNITIES
      13. THE MARKETING PLAN: THE BATTLE PLAN FOR STEPS 2 THROUGH 6.
      14. THE CRITICAL PERFORMANCE VARIABLES
      15. CONCLUSION
    8. Chapter 25: Business Education across Cultures and Languages
      1. ABSTRACT
      2. INTRODUCTION
      3. BUSINESS EDUCATION IS CULTURALLY BLENDED AND LINGUISTICALLY FRAMED
      4. RESEARCH CONCEPTS: DEFINITIONS
      5. EDUCATION ACROSS CULTURES AND LANGUAGES: INVESTIGATION, FINDINGS, DISCUSSIONS, AND RECOMMENDATIONS
      6. DISCUSSIONS AND RECOMMENDATIONS
      7. CONCLUSION
    9. Chapter 26: New Perspectives on Knowledge Management
      1. ABSTRACT
      2. INTRODUCTION
      3. TYPES OF KNOWLEDGE AND THE PROCESS OF KNOWLEDGE MANAGEMENT
      4. THE CONTRIBUTION OF THE SOCIAL SYSTEMS THEORY IN THE FIELD OF KNOWLEDGE MANAGMENT
    10. Chapter 27: Formulating a Knowledge Management Strategy
      1. ABSTRACT
      2. Introduction
      3. DEFINITION OF KNOWLEDGE MANAGEMENT
      4. VALUE of KNOWLEDGE MANAGEMENT
      5. Business strategy and KNOWLEDGE MANAGEMENT
      6. survey on KNOWLEDGE MANAGEMENT activities at A life-insurance company
      7. Recommendations
      8. Conclusion
    11. Chapter 28: International Applications of Knowledge Intensive Services of Management and IT Consulting in Transitional Countries
      1. Abstract
      2. INTRODUCTION
      3. MANAGEMENT CONSULTING SERVICES IN UKRAINE AND IN SERBIA
      4. INFORMATION TECHNOLOGY CONSULTING IN UKRAINE AND IN SERBIA
    12. Chapter 29: Network Strategies of Hospitality Companies in Emerging and Transitory Economies
      1. ABSTRACT
      2. INTRODUCTION
      3. BACKGROUND
      4. ENVIRONMENT OF RUSSIAN HOTEL INDUSTRY: HISTORY AND DEVELOPMENT
      5. STRATEGIES OF INTERNATIONAL HOTEL CHAINS IN RUSSIA
      6. STRATEGIES OF DOMESTIC HOTEL CHAINS IN RUSSIA
      7. CONCLUSION
    13. Chapter 30: Dynamic Knowledge
      1. Abstract
      2. INTRODUCTION
      3. enterprise diagnosis
      4. brief comments on knowledge management
      5. enterprise logistics and the logistic model based in position
      6. brief introduction to the Matrixes Of Weighing (MOW)
      7. use of MOW in enterprise diagnosis trough the customer service manager to generar dynamic knowledge
      8. Illustration of the generation and absorption of Dynamic knowledge across a hypothetical case
      9. Solutions and Recommendations
      10. FuTURE rESEARCH dIRECTIONS
      11. Conclusion
    14. Chapter 31: Knowledge is Power
      1. ABSTRACT
      2. INTRODUCTION
      3. BACKGROUND TO THE CASE STUDY
      4. KNOWLEDGE MANAGEMENT DEFINITIONS AND DISCUSSION
      5. KNOWLEDGE MANAGEMENT AND KNOWLEDGE TRANSFER
      6. KNOWLEDGE MANAGEMENT AND ORGANIZATIONAL CULTURE
      7. KNOWLEDGE MANAGEMENT AND NATIONAL CULTURE
      8. THE KNOWLEDGE TRANSFER PROCESS, INNOVATION, AND COMPETITIVENESS
      9. KNOWLEDGE TRANSFER AND NATIONAL CULTURE
      10. KNOWLEDGE MANAGEMENT, HUMAN CAPITAL, INNOVATION, AND COMPETITIVENESS
      11. SOLUTIONS AND RECOMMENDATIONS
      12. FUTURE RESEARCH DIRECTIONS FOR STUDYING KNOWLEDGE MANAGEMENT, KNOWLEDGE TRANSFER, AND CULTURE
      13. CONCLUSION
    15. Chapter 32: Human Capital Management and Optimization
      1. ABSTRACT
      2. INTRODUCTION
      3. HUMAN CAPITAL AND THE RESOURCE-BASED THEORY OF THE FIRM
      4. HUMAN CAPITAL MANAGEMENT
      5. COMPETENCY AND CAREER MANAGEMENT
      6. HUMAN CAPITAL AND CORPORATE STRATEGY
      7. OPTIMIZING HUMAN CAPITAL: THE BANK OF MONTREAL CASE
      8. CONCLUSION
  11. Compilation of References
  12. About the Contributors
  13. Index