Services management

An integrated Approach

Bart van Looy, Paul Gemmel, Roland van Dierdonck

556 pages, parution le 25/07/2003 (2^eme édition)

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Résumé

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 Dierdonck 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
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.

More information, along with supplementary material, is available from: www.booksites.net/vanlooy.

"...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 has a chance or grasping the main theories, principles and issues of service management."

Mike Taylor, Brighton Business School

The nature of services
Customer logic
Human resources in service organizations
Operations management in service organizations
An integrated approach

Technical notes
Appendices
Index

Caractéristiques techniques

	PAPIER
Éditeur(s)	Prentice Hall
Auteur(s)	Bart van Looy, Paul Gemmel, Roland van Dierdonck
Parution	25/07/2003
Édition	2^eme édition
Nb. de pages	556
Format	19 x 24,5
Couverture	Broché
Poids	1070g
Intérieur	Noir et Blanc
EAN13	9780273673538
ISBN13	978-0-273-67353-8