Services management: an integrated approach
Gemmel, Paul Van Dierdonck, Roland Van Looy, Bart
Gemmel, Paul
Van Dierdonck, Roland
Van Looy, Bart
Citations
Altmetric:
Publication Type
Book
Editor
Supervisor
Publication Year
1998
Journal
Book
Publication Volume
Publication Issue
Publication Begin page
Publication End page
Publication Number of pages
504
Collections
Abstract
Services Management offers a clear and compelling overview of the nature of service management. The book starts by exploring the specific nature of services and the importance of services for today's economies. It then goes on to discuss extensively three central areas for any service manager: customers, employees and operations. This is achieved by paying specific attention to concerns that are crucial to services while recognising that besides having specific characteristics, services are processes that require an integrated and concerted approach. The final part addresses such integrative themes as performance management and service strategy. This book is the result of several years of research conducted at the Service Management Centre at the Vlerick Leuven Gent Management School. Academics and practitioners alike have been engaged in workshops at this centre, producing in-depth case studies and survey research to acquire and develop a thorough understanding of the specific challenges and issues of service management today. A range of distinctive features enhance the book and aid effective learning. These include: - a wealth of illustrations and real-life examples, - clear objectives and short case descriptions, - guiding frameworks to translate the concepts into practice, - chapter summaries and selected reading lists. Overall this textbook provides a comprehensive introduction to service management for students and practitioners who wish to understand the nature and activities of this wide-ranging subject.
Research Projects
Organizational Units
Journal Issue
Keywords
Services Management