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Service Management An Integrated Approach 3rd edition by Paul Gemmel, Bart Van Looy, Roland Van Dierdonck ISBN 027373203X 9780273732037

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ISBN 10:     027373203X
ISBN 13: 978-0273732037
Author:      Paul Gemmel, Bart Van Looy, Roland Van Dierdonck 

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 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 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

Service Management An Integrated Approach 3rd Table of contents:

PART ONE: Defining Services
Chapter 1: The Nature of Services
Chapter 2: The Nature of Service Management
Chapter 3: The Service Concept

PART TWO: Designing Services
Chapter 4: Service Process Design
Chapter 5: Designing Human Resources Practices that Matter for Service Organizations
Chapter 6: (Information) Technology and Services
Chapter 7: The Role of Facilities Management in Designing the Service Experience
Chapter 8: Service Branding and Promotion
Chapter 9: Pricing Services

PART THREE: Delivering Services
Chapter 10: Capacity Management
Chapter 11: People Practices that Enable Delivery
Chapter 12: Customer Attitudes and Behaviours Towards Service Firms
Chapter 13: Performance Measurement Systems in Service Firms
Chapter 14: Service Guarantees and Service-Level Agreements

PART FOUR: Developing Services
Chapter 15: Managing Innovation in a Service Environment
Chapter 16: Developing Sustainable Strategies
Chapter 17: Managing Services Across National Boundaries
Chapter 18: Servitization: Or Why Services Management is Relevant for Manufacturing Environments

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