Service management : an integrated approach

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Title:

Service management : an integrated approach

Author:

Looy, Bart van.

ISBN:

9780273732037

Edition:

3rd ed.

Publication Information:

Harlow, England : Pearson, 2013.

Physical Description:

xxxii, 505 pages : illustrations ; 25 cm

General Note:

Previous ed. published as: Services management : an integrated approach, 2003.

Contents:

Defining services -- The nature of service -- The nature of service management -- The service concept -- Designing services -- Service process design -- Designing human resources practices that matter for services organisations -- Information technology and services -- The role of facilities management in designing the service experience -- Service branding and promotion -- Pricing services -- Delivering services -- Capacity management -- People practices that enable delivery -- Customer attitudes that enable delivery -- Customer attitudes and behaviours towards services firms -- Performance measurement systems in service firms -- Service guarantees and service level agreements -- Developing services -- Managing innovation in a servicesed

Subject Term:

Service industries -- Management.

Service industries -- Management. (OCoLC)fst01113442

Services -- Marketing.

Services -- Gestion.

Added Author:

Looy, Bart van.

Dierdonck, R. van (Roland)

Gemmel, Paul.

Added Uniform Title:

Services management.

Copies:

Available:*

Library	Material Type	Item Barcode	Shelf Number	Copy	Status
Searching... 1:RCPTA	1:GEN-BOOK	000174593	658.7 GEM	1	Searching... Unknown

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Summary

Over 75% of graduates currently find work in the service industries, but there are very few books that deal specifically with the subject of service management.

This third edition of Services Management provides a comprehensive insight into the industry and its' importance in today's economies. The book is based on three central strands of services management: customers, employees and operations. The final part of the book addresses the issue of performance management and service strategy.

Based on a series of research workshops with academics and practitioners at the Service Management Centre, De Vlerick School of Management, University of Ghent, the authors have produced in-depth case studies and survey research to help students to develop a thorough understanding of the specific challenges and issues of service management today.

Services Management third edition is ideal for Service Management students within a Business or Tourism degree, but also of great interest to operations, management, marketing and general business students