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Service design and delivery / Mairi Macintyre, Glenn Parry, Jannis Angelis, editors.

Contributor(s): Material type: TextTextSeries: Service sciencePublisher: New York : Springer, 2011Description: xxii, 169 pages : illustrations ; 24 cmContent type:
  • text
Media type:
  • unmediated
Carrier type:
  • volume
ISBN:
  • 1441983201
  • 9781441983206
Subject(s): DDC classification:
  • 338.47 23
LOC classification:
  • HD9980.5 .S46 2011
Contents:
Understanding services and the customer response / Jagdeesh S. Dhaliwal, Mairi Macintyre, and Glenn Parry -- Goods, products and services / Glenn Parry, Linda Newnes, and Xiaoxi Huang -- The IBM story / Charles Loving -- Rethinking lean service / John Seddon, Brendan O'Donovan, and Keivan Zokaei -- Designing competitive service models / Veronica Martinez and Trevor Turner -- Shifting from production to service to experience-based operations / Jannis Angelis and Edson Pinheiro de Lima -- Complex deployed responsive service / Glenn Parry ... [et al.] -- A multi-organisational approach to service delivery / Valerie Purchase, John Mills, and Glenn Parry -- Through life costing / Linda Newnes ... [et al.] -- The practitioner view / Ian Smart ... [et al.] -- Are you being served? / Mairi Macintyre, Glenn Parry, and Jannis Angelis.
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Holdings
Item type Current library Call number Copy number Status Date due Barcode
Book City Campus City Campus Main Collection 338.47 SER (Browse shelf(Opens below)) 1 Available A517270B
SL 3 Day Loan South Campus South Campus Short Loan 3Day 338.47 SER (Browse shelf(Opens below)) 1 Available A517269B

Includes bibliographical references.

Understanding services and the customer response / Jagdeesh S. Dhaliwal, Mairi Macintyre, and Glenn Parry -- Goods, products and services / Glenn Parry, Linda Newnes, and Xiaoxi Huang -- The IBM story / Charles Loving -- Rethinking lean service / John Seddon, Brendan O'Donovan, and Keivan Zokaei -- Designing competitive service models / Veronica Martinez and Trevor Turner -- Shifting from production to service to experience-based operations / Jannis Angelis and Edson Pinheiro de Lima -- Complex deployed responsive service / Glenn Parry ... [et al.] -- A multi-organisational approach to service delivery / Valerie Purchase, John Mills, and Glenn Parry -- Through life costing / Linda Newnes ... [et al.] -- The practitioner view / Ian Smart ... [et al.] -- Are you being served? / Mairi Macintyre, Glenn Parry, and Jannis Angelis.

Machine converted from AACR2 source record.

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