Services Management: An Integrated Approach

by Mr Bart Van Looy (Author), Mr Bart Van Looy (Author), Paul Gemmel (Author), Roland Van Dierdonck (Author)

• Used

  Paperback
  2003

  $3.24

  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.

  
  

• Used

  Paperback
  1998

  $3.24

  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.