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The future of services management / edited by Colin Armistead.

Contributor(s): Material type: TextTextSeries: The Cranfield management research seriesPublication details: London : Kogan Page [for] Cranfield University School of Management, 1994.Description: 245p : illustrations, 24 cmISBN:
  • 0749410647
  • 9780749410643
Subject(s):
Contents:
Part one - Generic aspects of services management 1.The journey to date: lessons from past services management research. Colin Armistead 2.Are service industries going global? Susan Segal-Horn 3.The challenges of globalisation in the service industry. Hervé Mathe and Cynthia Perras 4.Service quality and service recovery: the role of capacity management. Colin Armistead and Graham Clark. 5.Internal marketing: a new perspective for HRM. Brett Collins and Adrian Payne 6.The value of trust in service sector marketing. Haider Ali 7.The future resourcing of the service sector, James Arrowsmith and Ann McGoldrick Part two - service sector specific management issues 8.Grocery retailing in the Single European Market: developments in structure, strategy and share 9.The changing role of building societies in the 1990s. Joseph Nellis 10.The future of professionals in the retail financial services sector. Jeff Watkins 11.Quality management and the professional firm: standards must improve! Peter Barrett 112.From managers to leaders: the journey metaphors of voluntary sector chief executives. Colin Fletcher and Richard Kay
Holdings
Item type Current library Call number Status Date due Barcode
Long Loan TUS: Midlands, Main Library Athlone General Lending 658 ARM (Browse shelf(Opens below)) Available 103538

Includes bibliographical references and index.

Part one - Generic aspects of services management 1.The journey to date: lessons from past services management research. Colin Armistead 2.Are service industries going global? Susan Segal-Horn 3.The challenges of globalisation in the service industry. Hervé Mathe and Cynthia Perras 4.Service quality and service recovery: the role of capacity management. Colin Armistead and Graham Clark. 5.Internal marketing: a new perspective for HRM. Brett Collins and Adrian Payne 6.The value of trust in service sector marketing. Haider Ali 7.The future resourcing of the service sector, James Arrowsmith and Ann McGoldrick Part two - service sector specific management issues 8.Grocery retailing in the Single European Market: developments in structure, strategy and share 9.The changing role of building societies in the 1990s. Joseph Nellis 10.The future of professionals in the retail financial services sector. Jeff Watkins 11.Quality management and the professional firm: standards must improve! Peter Barrett 112.From managers to leaders: the journey metaphors of voluntary sector chief executives. Colin Fletcher and Richard Kay

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