Service science research, strategy and innovation : dynamic knowledge management methods / N. Delener, editors.

Includes bibliographical references (pages 617-679) and index.

"This book explores areas such as strategy development, service contracts, human capital management, leadership, management, marketing, e-government, and e-commerce"--Provided by publisher.

Foreword -- Preface -- Acknowledgement -- Section 1 Service science -- chapter 1. Services and service management / Balázs Heidrich and Gábor Réthi -- ch. 2. The management of services contracts / Guy Callender -- ch. 3. A model of profitable service recovery / Kristen Bell DeTienne and Aaron Brough -- ch. 4. Increasing service exports : a key contributor in the growth of the global knowledge economy / Max Coulthard -- ch. 5. A theoretical and empirical investigation into service failure and service recovery in the restaurant industry / Pierre Mostert, Danie Petzer and Christine De Meyer -- ch. 6. Structuring the service encounter : a test of alternatives / Maria da Graça Batista, Miguel Pina e Cunha and Armenio Rego -- ch. 7. How service firms manage innovation : development process and factors of success / Frederic Jallat -- ch. 8. Managing intercultural service encounters : establishing the need for intercultural training / Suvenus Sophonsiri and G. Barry O'Mahony -- ch. 9. The role of external indicators in measuring the service performance of local governments : an Italian case study / Fabio Cassia and Francesca Magno -- ch. 10. Service science, value creation, and sustainable development : understanding service-based business models for sustainable future / Albena Antonova -- ch. 11. Productivity and innovation in services : the multidisciplinary perspective offered by service science / Aleksandar Ivanovic and Leonora Fuxman -- Section 2 Technology and Innovation -- chapter 12. Technology-induced customer services in the developing countries / Wilson Ozuem and Geoff Lancaster -- ch. 13. Technical competitive intelligence system : an innovation and technology management tool / Leonel Cezar Rodrigues. -- ch. 14. Business-to-consumers eCommerce : how companies use the internet in marketing products and services to consumers / Fahri Karakaya -- ch. 15. B2B eCommerce : current practices / Fahri Karakaya -- ch. 16. An innovative firm : the Renova case study / Susana Rodrigues -- ch. 17. Service science innovations : E-government / Tatiana Leonova and Galina Plotnikova -- Section 3 Strategy and knowledge management -- chapter 18. Resources, capabilities, and business success / Alan Simon and Chloe Bartle -- ch. 19. Understanding business strategy / Emanuel Gomes and Paul Jackson -- ch. 20. Business strategies incorporating sustainable development principles : toward an application of a function company / Calin Gurau, Céline Pascual-Espuny and Ashok Ranchhod -- ch. 21. Entrepreneurship and competitive strategy / Shepherd Dhilwayo -- ch. 22. Leadership perspectives on the global market for corporate control / Kathleen Marshall Park -- ch. 23. PLC and SWOT reengineered : strategy development tools for service industries in global competition / Peter Mayer and Robert G. Vambery -- ch. 24. Strategic marketing: models and plans / Noel Doherty and F. Victor Lu -- ch. 25. Business education across cultures and languages / Yamen Koubaa -- ch. 26. New perspectives on knowledge management / Helmut Kasper, Jürgen Mühlbacher and Barbara Müller -- ch. 27. Formulating a knowledge management strategy / Adeline du Toit and Carina Human -- ch. 28. International applications of knowledge intensive services of management and IT consulting in transitional countries / Leonora Fuxman and Aleksandar Ivanovic -- ch. 29. Network strategies of hospitality companies in emerging and transitory economies : evidence from Russia / Olga Balaev, Ella Burnatseva, Marina Predvoliteleva, Marina Sheresheva, and Olga Tretyak -- ch. 30. Dynamic knowledge : diagnosis and customer service / Jos ̌G. Hernández, María J. García and Gilberto J. Hernández -- ch. 31. Knowledge is power : knowledge management, innovation, and competitive advantage: an example from Egypt / Rania Nafie and Stephanie Jones -- ch. 32. Human capital management and optimization : a resource-based view / Jürgen Mühlbacher -- Compilation of references -- About the contributors -- Index.