Services management : an integrated approachUpplaga 2

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 todays 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 originals 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 deliverythe 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