From Processes to Promise: Ivanka Visnjic Business Models Research Lead, Cambridge Service Alliance Assistant Professor, ESADE Business School How complex service providers use business model innovation to deliver sustainable growth Andy Neely Director, Cambridge Service Alliance Founder members: Judge Business School The Cambridge Service Alliance The Cambridge Service Alliance is a unique global partnership between businesses and universities. It brings together the world’s
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Task-Relationship-Self: A Framework for Understanding Service Encounter Behaviors Graham L. Bradley and Beverley A. Sparks Griffith University Dieter Zapf Goethe University Janet R. McColl-Kennedy and Nerina L. Jimmieson The University of Queensland ABSTRACT Research conducted over past decades has investigated selected service encounter behaviors from either a customer or service provider perspective. However, a comprehensive, dual-perspective framework is lacking. Such a framework
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A Study on CUSTOMER SERVICES OF RESTAURENTS IN HYDERABAD [pic] By DINESH YEPURU Roll no: 2T1-14 PGDM Under the guidance of Sri.M.Chaithanya Asst.professor, Marketing A Project
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UNDERSTANDING SERVICES SERVICES IN THE MODERN ECONOMY As consumers, we use services every day. Turning on a light, watching TV, talking on the telephone, riding a bus, visiting the dentist, mailing a letter, getting a haircut, refueling a car, writing a check, or sending clothes to the cleaners are all examples of service consumption at the individual level. T h e institution at which you are studying is itself a c o m p l e x service organization. In addition to educational services, today's college
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| | | | | | | | | | UNITED STATES | SECURITIES AND EXCHANGE COMMISSION | WASHINGTON, DC 20549 | | | | | | FORM 10-K | | | | | | ANNUAL REPORT PURSUANT TO SECTION 13 OR 15(d) OF THE SECURITIES EXCHANGE ACT OF 1934 | For the fiscal year ended December 31, 2012 | OR | TRANSITION REPORT PURSUANT TO SECTION 13 OR 15(d) OF THE SECURITIES EXCHANGE ACT OF 1934 | For the transition period from ________ to ________ | | | | | |
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joint venture of Telecom Malaysia and A.K. Khan and Company Ltd of Bangladesh. It has started its commercial operation in Dhaka as a Global system for mobile communication (GSM) 900 cellular operators on 15th November 1997. Moreover, Aktel has commenced its operation in Chittagong on March 26, 1998. Aktel is the market follower in telecommunication service in Bangladesh having more than 1 million subscribers and is controlling approximately 23% of the market share. According to Islam, Khan, and
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1 SERVICE CONCEPTION Services are all around us, people use service every day. The growth in the service economy is widely recognized and in-creasingly contributes to the economic development of many regions. Services are diverse and often been difficult to de-fine. Most frequently, a service has been described as an act, a process and a performance. Services are also defined as economic activities that create “added value” and provide benefits to customers. In the past, selling products are separate
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Journal of Operations Management 20 (2002) 121–134 The service concept: the missing link in service design research? Susan Meyer Goldstein a,∗ , Robert Johnston b , JoAnn Duffy c , Jay Rao d a c Department of Operations and Management Science, University of Minnesota, 321 19th Avenue S, Minneapolis, MN 55455, USA b Warwick Business School, University of Warwick, Coventry CV4 7AL, UK Gibson D. Lewis Center for Business and Economic Development, Sam Houston State University, Huntsville, TX
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individual with which you have done business over the past twelve months”. 2 “Customer means the party to which the goods are to be supplied or service rendered by the supplier”. provide definition for ‘customer’ upon two approaches: With refe rence to loyalty, “A customer is the person that assesses the quality of the offered products and services” and on process oriented approach, “the customer is the person or group that receives the work output” (p.9). 3 Customer Satisfaction –
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Published in association with the Best Management Practice Partnership The IT Service Management Forum An Introductory Overview of ITIL® V3 A high-level overview of the IT INFRASTRUCTURE LIBRARY The IT Infrastructure Library An Introductory Overview of ITIL® V3 Version 1.0 Written by: Alison Cartlidge Ashley Hanna Colin Rudd Ivor Macfarlane John Windebank Stuart Rance Alison Cartlidge Mark Lillycrop Xansa - Steria HP itEMS Ltd IBM Sun HP Xansa - Steria itSMF UK Edited by:
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