Services management : an integrated approach /
edited by Bart Van Looy, Paul Gemmel, Roland Van Dierdonck.
- 2nd ed.
- Harlow : Financial Times Prentice Hall, 2003.
- xxvi, 529 p. : ill. ; 25 cm.
Previous ed.: London: Pitman, 1998.
Includes bibliographical references and index.
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.
After looking at the specific nature of services and the peculiarities of managing services, the three sides of service management are discussed extensively in this book. Concepts and frameworks are followed by case studies and examples.
9780273673538 (pbk.) : £32.99 9780273673538
Service industries--Management Industry. Customer services Management & management techniques Management of specific areas Hospitality & service industries