1st Edition

Designing Service Excellence
People and Technology




ISBN 9781439840467
Published November 13, 2014 by CRC Press
194 Pages - 25 B/W Illustrations

USD $90.95

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Book Description

The moment of truth—that instant when consumers experience and judge service quality—is often a deciding factor in business success. Designing Service Excellence: People and Technology provides practical information on the design, management, and organization of many different types of service industries, such as hotels, restaurants, banks and financial institutions, retail, and the public sector. The authors investigate the consumers’ experience and judgment on service quality, which ultimately determines the success or failure of the service. They then consider people, usability, and technology in the automation of high-quality service.

This research-driven book identifies service—in a variety of forms—as an area of business and management where rapid change is taking place. The authors examine how service has become a balance between people and technology and explore this relationship as one of the key drivers of change. They discuss how social, cultural, and technological developments influence the ways in which customers contact, negotiate, and purchase services from their chosen service providers. These same developments are also driving communications between customers relating to the services they buy and are willing to recommend to others (or otherwise). Intermingled, these features of our current-day lives have changed the nature of service provision and service use.

When your organization has its moment of truth, how will it measure up? Organizations whose business has service at its core and whose activities focus mainly on service design, management, and delivery are likely to find increasingly that, for survival, service is a matter of life or death. This book provides a deep understanding of the relationship between people and technology along with an ergonomic approach to the design and management of service delivery that helps you deliver the value and benefits that customers not only want, but increasingly come to expect.

Table of Contents

Service: Definitions and Attributes
Toward a Definition of Service
Fundamentals of a Service Encounter
Key Components of Service
Service and Service Management
Transfer of Ownership
Service Requires an Immediate User
Service Processes Differ from Manufacturing Processes
Manufacture and Delivery of Products Are Separated
by Time and Space
Service Provision Is Personal and Immediate
Service Is Emotional
Service and Trust
Endnotes

Service and Moments of Truth

Service and the Moment of Truth
Service as Serial Moments of Truth
Moments of Truth in Practice: Scandinavian Airlines System (SAS)
Implications of Managing Moments of Truth
Daily Moments of Truth
Moments of Truth, the Customer and the Employee
Recognizing Moments of Truth in Service Delivery
Endnotes

Service Management, Service Systems, and Service Excellence

The Moment of Truth: El Momento de Verdad
Ensuring Quality at the Point of Service Delivery
Moments of Truth as an Opportunity for Assessing Service Quality
A Service Delivery System, including Organizational Systems and Processes
Endnotes

People and Service: Customers

Service and the Customer
Reputation Matters
The Costs of Poor Service
Loyal Customers
Endnotes

People, Technology, and Usability: An Ergonomic Perspective

Ergonomics: A Brief Overview
Fundamentals and Criteria of Ergonomics and Usability
Ergonomics: Aiming for Balance
Motives for Physical Design as a Part of Excellence in Design and Practice
Usability/Ergonomics Related to Different User Groups
The World Is Getting Older
Aging Populations and Sustainable Work Life
An Aging Workforce and Technology
Managing and Assuring Ergonomics and Usability
Endnotes

Leading Organizations and Employees toward Service Excellence

Identifying Leadership
A Leader’s Key Tasks: Develop the Organization and Its People
Leadership the Richard Branson Way
Leaders and Organizational Development
Leadership and Moments of Truth: Making a Difference in
Service Organizations
Endnotes

Leading Organizations as if People Matter: Humanist Approaches

Leadership Matters and People Matter
The Humanistic School of Management
Employees Come First
Endnotes

Service in and by Public Sector Organizations

Service in and by the Public Sector
Moments of Truth in Public Service Delivery
Managing Moments of Truth in Public Service Delivery
The Future of the Public Sector Work and the Potential
of Automation
Endnotes

Public Sector Culture and Values: Delivering Public
Service Excellence

The Work and Structure of the Agency
Delivering Public Service: A Political Dimension
The Agency’s Organizational Culture and Values
The Agency as a Cadre Organization
The Agency’s Service Delivery and Performance Measurement
Performance Measurement of the Local Branch Offices
Employee Evaluation of Work Conditions (Feedback)
Public Service Excellence
Endnotes

Designing a Service Dream: Excellence from Merging Public and Private Service

Excellence in a Private and in a Public Organization
Service Excellence in a Large International Private Sector Organization
Service Excellence in a Large Public Sector Organization
Learning between Private and Public Sector Organizations
Endnotes

Service and Technology in Retailing: History, Concepts, and Concerns

Retailing and the Moment of Truth
The Birth of Modern-Day Retailing: Le Bon Marché
What the Retail Pioneers Gave to Modern-Day Retailing
Endnotes
The Future of Service Excellence through People and Technology
The Moment of Truth from an Ergonomics Perspective
Service through Automation: A New Era Takes Shape
The Customer as Co-Producer of Value in the Service Encounter
Endnotes
Index

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Author(s)

Biography

Dr. Toni K. B. Ivergard has a post doctorate in Science of Work from the Royal Institute of Technology, Sweden, a PhD in Human Sciences and a Master in Ergonomics and Cybernetics from Loughborough University, UK. He was a regional director of the Swedish National Research Institute of Working Life and he has published numerous books and over 220 papers and articles. Currently he is Director of a Master of Management in Innovation and Entrepreneurship at Rangsit University in Bangkok. He is also the Managing Director of the Ivergard Management Consultancy (IMC) Ltd in Stockholm. IMC specializes in top leadership development. Over several decades he has been in management positions in both the public and private sectors. He was R&D Director of the Scandinavian Airline University, Managing Director of the consultancy and research company ERGOLAB and the Head of the Environmental Laboratory of the Cooperative Union and Wholesale Society). Recently he has focused on 'Learning at Work', macro aspects of HR and Technology and the role of corporations in the society. Together with Brian Hunt he is co-author of the Handbook of Control Room Design and Ergonomics: A Perspective for the Future (published by CRC Press in 2008).

Dr. Brian Hunt is a full-time member of faculty and Assistant Professor at the College of Management Mahidol University, Bangkok, Thailand where he held the post of Director of Research from 2000-2004. Brian is a graduate of the universities of East Anglia (UEA), Reading, and Bath, all in the UK. He has conducted business research projects at City University Business School and at Imperial College, London. Brian holds a PhD from the University of Technology Sydney (UTS). Brian has published widely in the areas of business and management, specifically in corporate strategy, learning in organizations, pubic management, and ergonomic approaches to management and organizational design. His most recent book (co-authored with Toni Ivergard) is the Handbook of Control Room Design and Ergonomics: A Perspective for the Future (published by CRC Press in 2008).