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    Services management: an integrated approach

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    Publication type
    Book - Author
    Author
    Van Looy, Bart
    Gemmel, Paul
    Van Dierdonck, Roland
    Publication Year
    2003
    Publication Number of pages
    529
    
    Metadata
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    Abstract
    This successful text takes an integrative approach to provide a clear and compelling overview of the nature of services management. Now in its Second Edition, the work has been fully revised and restructured in line with lecturer feedback. The book starts by examining the nature of services and their fit with the management process. It then goes on to discuss extensively three central areas for any service manager: customers, employees and operations. The authors pay specific attention to concerns that are crucial to services, while recognizing that besides having specific characteristics, services are processes that require an integrated and concerted approach.The final part addresses such integrated themes as performance management and service strategy.
    Keyword
    Service Operations Management
    Knowledge Domain/Industry
    Operations & Supply Chain Management
    URI
    http://hdl.handle.net/20.500.12127/1141
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