Title
Introduction To Service Engineering
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What you need to know to engineer the global service economy.As customers and service providers create new value through globally interconnected service enterprises, service engineers are finding new opportunities to innovate, design, and manage the service operations and processes of the new servicebased economy. Introduction to Service Engineering provides the tools and information a service engineer needs to fulfill this critical new role.The book introduces engineers as well as students to the fundamentals of the theory and practice of service engineering, covering the characteristics of service enterprises, service design and operations, customer service and service quality, webbased services, and innovations in service systems.Readers explore such key aspects of service engineering as: The role of service science in developing a smarter planet Service enterprises, including: enterprise value creation, architecture of service organizations, service enterprise modeling, and the application of methods of systems engineering to services Service design, including collaborative eservice systems and the new service development process Service operations and management, including service call centers Service quality, from design operations to customer relations Webbased services and technology in the global eorganization Innovation in service systems from service engineering to integrative solutions, serviceoriented architecture solutions, and technology transfer streamsWith chapters written by fiftyseven specialists and edited by bestselling authors Gavriel Salvendy and Waldemar Karwowski, Introduction to Service Engineering uses numerous examples, problems, and realworld case studies to help readers master the knowledge and the skills required to succeed in service engineering.
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This product may contain chemicals known to the State of California to cause cancer, birth defects, or other reproductive harm.
For more information, please visit www.P65Warnings.ca.gov.