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      Jones, Seth G.; Oliker, Olya; Lal, Rollie; Chalk, Peter; Fair, Christine (2007)
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      Manigart, Sophie; Standaert, Thomas; Vanacker, Tom (2015)
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      Clarysse, Bart; Knockaert, Mirjam; Lockett, Andy (2006)
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      Van Schelstraete, Sigrid; Van Dyck, W.; Buyens, Dirk (1996)
    • Semiconductors

      Bowen, Harry (1991)
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      Rodriguez-Poo, Juan Manuel; Veredas, David; Espasa, A. (2008)
    • Service level agreements. Overbodige luxe of noodzaak?

      Gemmel, Paul; Vandaele, Darline (2004)
    • Service management voor zorgorganisaties

      Gemmel, Paul; Verleye, Katrien (2010)
    • Services management: an integrated approach

      Van Looy, Bart; Gemmel, Paul; Van Dierdonck, Roland (2003)
      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.
    • Services management: an integrated approach

      Gemmel, Paul; Van Dierdonck, Roland; Van Looy, Bart (1998)
      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.
    • Shaping pay in Europe. A Stakeholder approach

      Antoni, Conny Herbert; Baeten, Xavier; Emans, Ben; Kira, Mari (2007)
      Shaping Pay in Europe: A Stakeholder Approach focuses on pay systems applied in the European Union. Giving due attention to the institutional setting of the European pay systems, the book discusses how European companies may approach pay as an integral part of their operational and strategic framework. Pay is an important topic for several stakeholders on the labour market. The book discusses the perspectives of various stakeholders – employees, employers, trade unions, and employer associations – on the issue of pay. Secondary analysis of earlier statistical studies and new empirical material on European pay systems is also presented in the book. The book also aims at contributing to a better understanding of pay systems. If one wants to understand the various pay systems of a company, which pay elements and pay characteristics should one focus on? Which are the essential pay characteristics shaping an individual’s pay and how could these characteristics be studied or audited? The book provides answers to both questions by presenting a practical, yet sophisticated model of essential pay characteristics.
    • Shopper Marketing: de wetenschap van de winkelende klant

      Van Ossel, Gino; Versteylen, Corine; De Meue, Elke (2006)
    • Sidmar, 1962-2002. Veertig jaar staal in Vlaanderen

      Buyst, Erik; Soete, Antoon; Verhoosel, H. (2002)
    • Six Batteries of Change - Energize your company

      De Prins, Peter; Letens, Geert; Verweire, Kurt (2017)
      Managing change becomes an increasingly critical capability in today's turbulent and disruptive work environment. Nevertheless, research indicates that failure rates of change initiatives remain high.In Six Batteries of Change, the authors propose a new model that helps managers to deal with this challenging topic in a more effective way. The model tracks the extent to which your organization has the energy to succesfully implement change. The book identifies six 'batteries of change' that organisations and managers need to charge for change to become effective, and offers insights into how to keep each of these batteries buzzing. The role of a change manager is to ensure that all six batteries are charged, in order to generate the amount of energy necessary in succesfully completing change. If the batteries of change remain empty, the succes rate of the change will be limited.Six Batteries of Change shows managers how to develop transformation competency by creating a more energised organisation, capable of dealing with faster and more complex change. It does this by setting up new frameworks, and referring to numerous cases to illustrate the effectiveness of each approach.