Title overview
This third edition of Services Management provides a comprehensive insight into the industry and its' 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 third 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
- Real-life examples and short case descriptions
- Clear objectives and chapter summaries
- A guiding framework to translate the concepts into practice
- Selected reading list
Table of contents
Part 1: Defining Services Management
1. Nature of services
2. Nature of services management
3. The service concept
Part 2: Designing Services Management
4. Services as processes
5. The role of people: structure and competences
6. The role of technology: e-services and technology-based services
7. The role of physical evidence: the Servicescape
8. Service guarantees and service-level agreements
9. Pricing
Part 3: Delivering Services Management
10. Process-oriented services
11. Employee-based services
12. Customer-oriented services
13. Integrated performance management and communication
Part 4: Developing Services Management
14. Service innovation
15. Growth strategies for service firms
16. Servitisation: a growth path for manufacturing firms
17. Service internationalisation
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