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Value creation is essential in the Knowledge Intensive Business Service (KIBS) industry, due to its problem-solving nature. KIBS organisations need to understand their internal value creation processes as well as the complexity in the environment in order to survive and thrive. This paper investigates how value creation is managed in KIBS organisation through a case study. It then goes on to adopt...
In today's globally competitive market it is important to adopt quality management principles not only for making profits but also for survival. In India small and midsized enterprises dictate market in terms of sheer number of organizations characterized by dynamics of entrepreneurial fortitude while suffered failure due to poor service quality. With rise of e-business introduced by ICT, service...
Service industry has become a major industrial sector in Taiwan. This industry has inseparably unique characteristics such as intangibility, perish ability and heterogeneity, which makes it difficult for a service to be mass-produced with consistent quality control. In response to this challenge, enterprises need rapid service innovation to enhance their value. Service blueprint is a tool for service...
This thesis indicates that exhibition industry in China is carrying out a reform from service platform to brand type and shows the significance and feasibility of virtual pavilion. Then, it analyzes the issues and misunderstandings of establishing and improving virtual pavilion, and points out that integrated design is core thought. Besides, it reveals the four elements of brand building on virtual...
The appearance of relationship marketing theory brings a great difficulty and many challenges to service management. To manage the service better, this paper compare the two management modes of service quality and relationship quality. Differing from the static, macro-layer management mode of service quality management, the management of relationship quality emphasizes on the dynamic, micro-layer,...
IT service management has attracted extensively attention in worldwide and the IT Infrastructure Library (ITIL) provides clarity to IT Service Management (ITSM) and its processes. This paper summarizes the practical process to implement the ITSM in one of steel manufacturing corporations. ITSM implementation in this steel manufacturing firm experiences the following 4 cores: service strategy, service...
As a result of growing competition and increased customer expectations, the quality of leisure sport service has been identified as one of the most important topics in the field of service management. Providing high quality service is not only the most important factor for customer satisfaction and loyalty (e.g. Berry et al., 1994), but it could determine the competitiveness of a service provider...
This paper applied literature investigation method to collect documentaries from different areas related to information service institution design, service management, operating mechanism, international communication and cooperation etc. It has tracked the directions of research and got to know the experts and scholars research perspective and research progress. With a comprehensive studying on the...
This paper focuses on how to improve the service management level through analysis of price and product characteristics in the automobile industry in China. We estimate "hedonic pricing functions" that relate the automobile characteristics to their prices. Then we examine how the prices influence the customers' perception and how the customers' perception relates to service management. We...
Service has already become one of the most important value activities of modern enterprises in various industries. A better service management requires a comprehensive understanding of enterprises' capability. According to the fundamental characteristics of Chinese enterprises, this article constructed enterprise capability evaluating model (ECEM) and enterprise capability evolutionary model (ECEVM)...
Modern service innovation might involve more and more participators such as managers, stuffs, R&D members, suppliers, customers and so on. It also makes service innovation become more complex and uncertainly. It enlarges the risk and management difficulty in innovation. This paper creates a process model of service innovation with multi-participator, explores the process properties and relationships...
Service industry is facing increasingly more pressure with the rise of status of service in social economy. In order to make service industry unlike manufacturing industry, which is vulnerable in face of foreign competition, service industry has to rely on information technology innovations and high-tech management to continuously improve the quality of service products and productivity. Starting...
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