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Item Details
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| Title:
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SERVICES MANAGEMENT
AN INTEGRATED APPROACH |
| By: |
Bart Van Looy (Editor), Roland Van Dierdonck, Paul Gemmel |
| Format: |
Paperback |
| List price:
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£38.99 |
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We currently do not stock this item, please contact the publisher directly for
further information.
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| ISBN 10: |
0273635255 |
| ISBN 13: |
9780273635253 |
| Publisher: |
PEARSON EDUCATION LIMITED |
| Pub. date: |
26 June, 1998 |
| Pages: |
528 |
| Description: |
This work looks at the nature of services and the peculiarities of managing services. The sides of service management are discussed: how to realize customer satisfaction and customer loyalty, the role of employees, and managing the operational side of the service process. |
| Synopsis: |
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. |
| Publication: |
UK |
| Imprint: |
Financial Times Prentice Hall |
| Returns: |
Non-returnable |
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