Service Provision

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出版者:Wiley
作者:Turner, Kenneth J.; Magill, Evan H.; Marples, David J.
出品人:
页数:386
译者:
出版时间:2004-05-28
价格:USD 120.00
装帧:Hardcover
isbn号码:9780470850664
丛书系列:
图书标签:
  • 服务提供
  • 服务管理
  • 业务流程
  • 运营模式
  • 客户服务
  • 服务设计
  • 服务交付
  • 服务质量
  • IT服务
  • 数字化转型
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具体描述

This book provides the first overview of the service technologies available to telecoms operators working in a post-convergence world. Previous books have focused either on computer networks or on telecoms networks. This is the first to bring the two together and provide a single reference source for information that is currently only to be found in disparate journals, tool specifications and standards documents. In order to provide such broad coverage of the topic in a structured and logical fashion, the book is divided into 3 parts. The first part looks at the underlying network support for services and aims to explain the technology that makes the user-visible services possible. This section covers multimedia networking, both traditional (legacy) and future (softswitch) call processing, intelligent networks, the Internet, and Wireless networks. Part 2 deals with how these services may be analysed and managed. Chapters cover topics such as commercial issues, service management, quality of service, security, standards and APIs. Part 3 concludes the book by looking ahead at evolving technologies and more speculative possibilities, discussing the kinds of services that may be possible in the future and the technologies that will support them. Focuses is on how the technology supports the services, rather than on technology for its own sake Contributors drawn from both academia and industry (companies such as Marconi, BT, Telcordia, Cisco, Analysys) to give both theoretical and real-world perspectives Unique singe-reference source for a wide range of material currently found only in disparate papers, specs and documentation Covers brand new technologies such as JAIN, JTAPI, Parlay, IP, multimedia networking, active networks, WAP, wireless LANs, agent-based services, etc.

“Service Provision”是一本旨在为读者提供全面且深入理解服务运营及其管理的详细指南。这本书从多个角度探讨了现代商业环境中服务的重要性,以及如何通过有效的服务策略提升整体竞争力。在书中,作者着重阐述了客户需求的识别与满足、服务流程优化以及团队协作的重要性。它不仅介绍了服务质量标准,也深入分析了服务绩效评估方法,以帮助企业建立健全的服务管理体系。 书中的内容涵盖了从业务定位到具体操作,力求为读者提供实用且可操作的建议。作者通过丰富的案例研究和真实行业观察,将理论与实践紧密结合,使读者能够更直观地理解服务在不同领域的应用。例如,在运营管理章节中,书详细讲解了如何利用数据分析工具监控服务满意度,并据此进行调整,以提高客户体验。此外,书还强调了服务创新的重要性,探讨了企业如何通过技术手段和创新思维不断提升自身的服务水平。 在管理层面,书提供了一系列有效的领导力和团队建设策略,帮助读者建立高效的组织结构和激励机制,以确保服务团队能够顺畅运作。在财务管理部分,作者详细分析了成本控制和预算管理的关键点,使读者能够合理配置资源以满足持续增长的需求。此外,书中还涉及法律合规性与风险管理,强调在服务提供过程中遵循相关法规的重要性,以减少潜在的法律风险。 整个书籍结构清晰,内容系统化,从宏观视角到微观操作,为读者全面提升对服务行业的认知和实践能力。这一书不仅适合企业管理层、服务行业从业人员,还能为学生和学术研究提供宝贵的参考资料。通过详实的分析与丰富的实例,这本书帮助读者在复杂的市场环境中找到最有效的服务解决方案,真正实现客户满意与企业发展双赢的目标。 总体而言,“Service Provision”是一部具有深度和广度的权威指南,通过细致入微的内容设计,全面提升读者对服务行业理解的深度,为他们在实际工作中应用这些知识提供了坚实基础。这本书不仅具有教育意义,更有助于推动企业实现长期稳健的发展。

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