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Synopsis
Services 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 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.
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Services Management: An Integrated Approach
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Services Management: An Integrated Approach
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Financial Times/ Prentice Hall, 1998
ISBN 10: 0273635255
ISBN 13: 9780273635253
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Services Management: An Integrated Approach
Published by
Financial Times/ Prentice Hall, 1998
ISBN 10: 0273635255
ISBN 13: 9780273635253
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