LEADER 09476oam 2200649 450 001 9910150229703321 005 20240108110327.0 010 $a0-273-73218-8 035 $a(CKB)2670000000339333 035 $a(SSID)ssj0000972859 035 $a(PQKBManifestationID)12431549 035 $a(PQKBTitleCode)TC0000972859 035 $a(PQKBWorkID)10949833 035 $a(PQKB)10830226 035 $a(MiAaPQ)EBC5173842 035 $a(MiAaPQ)EBC5175798 035 $a(MiAaPQ)EBC5832053 035 $a(MiAaPQ)EBC5138981 035 $a(MiAaPQ)EBC6399715 035 $a(Au-PeEL)EBL5138981 035 $a(CaONFJC)MIL459590 035 $a(OCoLC)859199278 035 $a(EXLCZ)992670000000339333 100 $a20210429d2013 uy 0 101 0 $aeng 135 $aurcnu|||||||| 181 $ctxt 182 $cc 183 $acr 200 00$aService management $ean integrated approach /$fedited by Paul Gemmel, Bart Van Looy, Roland Van Dierdonck 205 $aThird edition. 210 1$aHarlow, England :$cPearson,$d[2013] 210 4$d©2013 215 $a1 online resource (545 pages) $cillustrations, tables 225 1 $aAlways learning 300 $aIncludes index. 311 $a0-273-73203-X 320 $aIncludes bibliographical references at the end of each chapters and index. 327 $aCover -- Contents -- List of figures -- List of tables -- List of exhibits -- About the authors -- Preface -- Acknowledgements -- Publisher's acknowledgements -- PART ONE Defining services -- Chapter 1 The nature of services -- Objectives -- Introduction -- The growing importance of services -- Services: what makes them special? -- A closer look at services -- The role of service classifications -- Conclusion -- Review and discussion questions -- Suggested further reading -- Notes and references -- Chapter 2 The nature of service management -- Objectives -- Introduction -- The nature of service management -- The nature of the interaction -- The nature of the interaction and service management -- The interaction between employees and customers in theservice chain -- Conclusion -- Review and discussion questions -- Suggested further reading -- Notes and references -- Chapter 3 The service concept -- Objectives -- Introduction -- Why do we need a service concept? -- Defining the service concept -- Implementing the service concept -- Conclusion -- Review and discussion questions -- Suggested further reading -- Notes and references -- PART TWO Designing services -- Chapter 4 Service process design -- Objectives -- Introduction -- Defining the service process -- Designing the service process -- Conclusion -- Review and discussion questions -- Suggested further reading -- Notes and references -- Chapter 5 Designing human resources practices that matter for service organizations -- Objectives -- Introduction -- The nature of services -- Human resource management for services -- Competencies for service organizations -- Role stress among front-line employees -- Relevance of role stress for the service encounter -- Role stress defined -- Handling role stress for front-line employees -- Conclusion -- Review and discussion questions. 327 $aSuggested further reading -- Notes and references -- Chapter 6 (Information) Technology and services -- Objectives -- Introduction -- The network era - where do we stand? -- The impact of IT developments on service encounters -- Action strategies for the new media -- Conclusion -- Review and discussion questions -- Suggested further reading -- Notes and references -- Chapter 7 The role of facilities management in designing the service experience -- Objectives -- Introduction -- The nature of facilities management in services -- Back office versus front office -- Location -- Designing the servicescape -- From facilities management to service experience design -- Conclusion -- Review and discussion questions -- Suggested further reading -- Notes and references -- Chapter 8 Service branding and promotion -- Objectives -- Introduction -- Service branding -- Promoting services -- Conclusion -- Review and discussion questions -- Suggested further reading -- Notes and references -- Chapter 9 Pricing services -- Objectives -- Introduction -- Developing a framework for pricing decisions -- Pricing objectives -- Pricing strategies -- Pricing structure -- Pricing levels and tactics -- Conclusion -- Review and discussion questions -- Suggested further reading -- Notes and references -- PART THREE Delivering services -- Chapter 10 Capacity management -- Objectives -- Introduction -- Capacity and capacity management -- Planning capacity -- Scheduling capacity -- Managing the demand side -- The psychology and managerial consequences of waiting -- Conclusion -- Review and discussion questions -- Technical note -- Suggested further reading -- Notes and references -- Chapter 11 People practices that enable delivery -- Objectives -- Introduction -- The role of empowerment in service organizations -- Competency development -- Collaboration: integrating work and learning. 327 $aConclusion -- Review and discussion questions -- Suggested further reading -- Notes and references -- Chapter 12 Customer attitudes and behaviours towards service firms -- Objectives -- Introduction -- Customer loyalty and customer engagement -- Customer loyalty and engagement and the firm's profitability -- Managing customer loyalty and customer engagement behaviours -- Conclusion -- Review and discussion questions -- Suggested further reading -- References and notes -- Chapter 13 Performance measurement systems inservice firms -- Objectives -- Introduction -- Designing performance measurement systems for services -- Implementing an integrated performance measurement system -- Conclusion -- Review and discussion questions -- Technical Note -- Suggested further reading -- Notes and references -- Chapter 14 Service guarantees and service-level agreements -- Objectives -- Introduction -- Service guarantees -- Service-level agreements -- Internal service guarantees and service-level agreements -- Conclusion -- Review and discussion questions -- Suggested further reading -- Notes and references -- PART FOUR Developing services -- Chapter 15 Managing innovation in a service environment -- Objectives -- Introduction -- Innovations as spiral processes: the value-constellation approach -- Innovation portfolio management -- Organizing the innovation portfolio: the make-and-buy decision -- From 'closed' to 'open' innovation -- The operational management of innovation -- Managing service innovation -- Conclusion -- Review and discussion questions -- Suggested further reading -- Notes and references -- Chapter 16 Developing Sustainable Strategies -- Objectives -- Introduction -- The nature of strategic management -- The challenges of strategic management for services -- Conclusion -- Review and discussion questions -- Suggested further reading. 327 $aNotes and references -- Chapter 17 Managing services across national boundaries -- Objectives -- Introduction -- Why internationalize? -- Culture and cultural differences -- Internationalization strategies -- Conclusion -- Review and discussion questions -- Suggested further reading -- Notes and references -- Chapter 18 Servitization: or why services management is relevant for manufacturing environments -- Objectives -- Introduction -- From goods to services -- Why servitization? -- Making the transition -- Conclusion -- Review and discussion questions -- Suggested further reading -- Notes and references -- Technical notes -- Technical note 1 Analysing queuing systems in service environments -- Technical Note 2 Simulation as a tool in designing services -- Technical Note 3 How to manage complaints -- Technical Note 4 Measuring customer satisfaction -- Technical note 5 Data envelopment analysis -- Appendix -- The state probability (P( n )) -- Index. 330 $aOver 75% of graduates currently find work in the service industries, but there are very few books that deal specifically with the subject of service management.   This third edition of Services Management provides a comprehensive insight into the industry and its' importance in today's economies.  The book is based on three central strands of services management: customers, employees and operations. The final part of the book addresses the issue of performance management and service strategy.   Based on a series of research workshops with academics and practitioners at the Service Management Centre, De Vlerick School of Management, University of Ghent, the authors have produced in-depth case studies and survey research to help students to develop a thorough understanding of the specific challenges and issues of service management today.   Services Management third edition is ideal for Service Management students within a Business or Tourism degree, but also of great interest to operations, management, marketing and general business students. 410 0$aAlways learning. 606 $aService industries$xManagement 615 0$aService industries$xManagement. 676 $a658 702 $aGemmel$b Paul 702 $aLooy$b Bart van 702 $aDierdonck$b R. van$g(Roland), 801 0$bMiAaPQ 801 1$bMiAaPQ 801 2$bUtOrBLW 906 $aBOOK 912 $a9910150229703321 996 $aService management$91515938 997 $aUNINA