Services Management
Financial Times Prentice Hall (Verlag)
978-0-273-67353-8 (ISBN)
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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 second edition provides a comprehensive insight into the service management industry and it's 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 second 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.
I. SERVICES AND THE MANAGEMENT PROCESS 1. The nature of services and its implications for the services management process 2.The characteristics of services
3.Service classifications
4. Towards an integrative view I. THE CENTRAL ROLE OF THE SERVICE CONCEPT 1. The strategic nature of the service concept
2. Implementing the service concept 3.The service `triangle' as an integrative model - (`focused' factory idea) III. CUSTOMER LOGIC 1. Building Customer Relationships: Why and how 2. Promotion 3. Pricing 4. Quality: the customer side IV. THE HUMAN FACTOR IN SERVICE ORGANIZATIONS
1. The crucial role of human resource practices in service organizations 2. Competencies and learning 3. The role of empowerment 4. Handling role stress among front-line employees 5. Quality : the employee side V. OPERATIONS MANAGEMENT IN SERVICE ORGANISATIONS
1. Service operations Management 2. Managing capacity 3. Managing facilities. 4. Technologies for Service operations 5. Quality VI. AN INTEGRATED APPROACH 1. Keeping track of the service concept. 2. The crucial role of service guarantees and service level agreements 3. Managing innovation in a service environment. 4. Fitting it all together VII. SUMMARY Appendix: Services in a world Economy.
| Erscheint lt. Verlag | 17.7.2003 |
|---|---|
| Verlagsort | Harlow |
| Sprache | englisch |
| Maße | 246 x 189 mm |
| Gewicht | 1074 g |
| Themenwelt | Wirtschaft ► Betriebswirtschaft / Management ► Marketing / Vertrieb |
| Wirtschaft ► Betriebswirtschaft / Management ► Unternehmensführung / Management | |
| ISBN-10 | 0-273-67353-X / 027367353X |
| ISBN-13 | 978-0-273-67353-8 / 9780273673538 |
| Zustand | Neuware |
| Informationen gemäß Produktsicherheitsverordnung (GPSR) | |
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