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Principles of Service Management
Gustav Medberg,
Anna Abramova,
Robert Ciuchita,
Henrik Virtanen,
and
Johanna Gummerus
Gustav Medberg,
Anna Abramova,
Robert Ciuchita,
Henrik Virtanen,
and
Johanna Gummerus
Topics Covered
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Topics Covered
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Topics Covered
- Week 1 - Service as a perspective on business
- Week 2 - The importance of service quality
- Week 3 - Customer relationship management
- Week 4 - A profitable service business
- Week 5 - Productivity in the service context
- Week 6 - Communicating a service brand
- Week 7 - From manufacturing to service (logic)
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Explores the impact of digital technologies on service management, providing insights into how these technologies can be used to improve the customer experience and drive business growth.
Provides a practical guide to best practices in service management, covering a wide range of topics from customer service to quality management.
Provides a customer-focused approach to service management, emphasizing the importance of understanding the customer's needs and expectations.
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Provides a comprehensive overview of service management, covering the operations, strategy, and information technology aspects of service management.
Provides a practical guide to integrating customer focus with operational efficiency in service management.
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Provides a global perspective on service management, exploring the challenges and opportunities of managing services in a global economy.
Provides a cross-cultural perspective on service management, exploring the different ways that services are managed and experienced in different cultures.
Provides a holistic approach to service management, emphasizing the importance of integrating all aspects of service management, from customer service to marketing to operations.
Provides a process approach to service management, focusing on the importance of understanding and managing the processes that deliver services.
Provides a systems approach to service management, emphasizing the importance of understanding the service system as a whole and how its components interact.
Comprehensive guide to the concept of service quality, covering various aspects such as the dimensions of service quality, the importance of customer satisfaction, and the role of technology in service delivery.
Provides practical tips and techniques for delivering excellent customer service, focusing on building customer relationships, handling complaints, and creating a positive customer experience.
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Provides a comprehensive overview of the various methods and techniques used to measure service quality, including surveys, focus groups, and customer feedback analysis.
Focuses on the role of design and innovation in creating and delivering high-quality services, emphasizing the importance of understanding customer needs and creating seamless experiences.
Explores the relationship between service quality and profitability, arguing that companies that focus on delivering high-quality services can achieve greater financial success.
Provides practical advice and examples of how to go above and beyond in delivering exceptional customer service.
Examines service quality from the customer's perspective, exploring factors that influence customer satisfaction and loyalty.
Offers a comprehensive collection of research and perspectives on service quality, covering various aspects such as measurement, management, and improvement.
Offers a practical guide to creating and delivering excellent customer service, emphasizing the importance of building strong customer relationships.
Explores the impact of the service quality revolution on businesses, arguing that service quality has become a key competitive advantage.
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