Services management : an integrated approach /

• Looy, Bart van
• Dierdonck, R. van
• Gemmel, Paul.

• Service industries -- Management

• Financial Times Prentice Hall,

• 027367353X (pbk.)
• 9780273673538

• Previous ed.: London: Pitman, 1998.
• Includes bibliographies and index.
• Part 1. Services And The Management Process; 1: The nature of services and its implications for the services management process (from services to services management); 2: The central role of the service concept; Part 2. Customer Logic; 3: Building Customer Relationships: Why and how; 4: Promotion; 5: Pricing; 6: Quality: the customer side; Part 3. The Human Factor In Service Organisations; 7: The crucial role of human resource practices in service organizations; 8: Competencies and learning; 9: The role of empowerment; 10: Handling role stress among front-line employees; 11: Quality: the employee side; Part 4. Operations Management In Service Operations; 12: Service operations Management: What is OM; what makes it particular in service organizations; the importance of processes (and process design) in services; trends in operations management; 13: Managing capacity: Capacity and capacity management (integrated framework for capacity management including scheduling & planning, demand management and relationship with service concept) - Staffing and scheduling of employees; 14: Managing facilities: back/front-office design/decisions; designing the physical setting (process design, servicescape,...); location; 15: Technologies for Service operations: the role of advanced technology in a service economy; types of technology for services; the dominant role of Information Technology (including its variety of applications, both in the back and front office); what about e-commerce (where do we come from - actual facts and figures - where do we go from here); 16: Quality: the operations side (Conformance to specifications: what does it mean in services (SPC/QFD; The relationship between waiting and service quality (the psychology of waiting lines); Part 5. An Integrated Approach; 17: Keeping track of the service concept: the role and contribution of integrative performance measurement systems for achieving excellence; 18: The crucial role of service gu.

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