Services Management: An Integrated Approach - Couverture souple

Van Dierdonck, Roland; Gemmel, Paul

Couverture souple

ISBN 10 : 0273635255 ISBN 13 : 9780273635253

Editeur : Pearson Education Limited, 1998

Synopsis

Services Management: an integrated approach is broken down into five distinct parts. After looking at the specific nature of services and the peculiarities of managing services, the three sides of service management are discussed extensively. These are: how to realise customer satisfaction and customer loyalty, the crucial role of employees in service operations, and managing the operational side of the service process. In a final part, these different sides are integrated through the notions of performance management, strategy and innovation. Concepts and frameworks are followed by cases and examples, many from the Financial Times. This contributes to making this book a lively read for advanced students of services management or experienced practitioners.

A propos du livre

Quatrième de couverture

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 of Services Management: An Integrated Approach provides a comprehensive insight into the service management industry, exploring the nature and importance of services in today’s economies. Van Looy, Gemmel and Van Dierdonk delve into the three central strands of services management; customers, employees, and operations, while maintaining an integrated approach to the processes involved throughout. The final part of the book addresses the issues 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 develop a thorough understanding of the specific challenges and issues of service management today. This second edition retains and builds on the original’s distinctive features:

• real-life examples and short case descriptions
• clear objectives and chapter summaries
• a guiding framework to translate the concepts into practice
• selected reading list

In addition to this, the content has been expanded to reflect industry advances in areas such as I.T., e-commerce and quality.

Services Management

is an invaluable resource for both students and practitioners who wish to gain an understanding of this wide-ranging subject.

"...well-suited to management modules concerned with any form of service delivery...the book is well-structured, providing a robust academic framework in which the reader can grasp the main theories, principles and issues of service management."

- Mike Taylor, Brighton Business School

Détails de l'édition

• Éditeur: Pearson Education Limited
• Date d'édition: 1998
• Langue: anglais
• ISBN 10: 0273635255
• ISBN 13: 9780273635253
• Reliure: Broché
• Nombre de pages: 528
• Éditeur: Van Looy Bart
• Coordonnées du fabricant: non disponible
• Personne responsable: Pearson; riccardo.bacigalupo@sanoma.it; ; Sanoma Italia Via Arconati, 1 �; Milano; Italie