Service management : an integrated approach / / edited by Paul Gemmel, Bart Van Looy, Roland Van Dierdonck

• Pubblicazione: Harlow, England : , : Pearson, , [2013]; ©2013
• Edizione: Third edition.
• Descrizione fisica: 1 online resource (545 pages) : illustrations, tables
• Disciplina: 658
• Soggetto topico: Service industries - Management
• Persona (resp. second.): GemmelPaul; LooyBart van; DierdonckR. van (Roland)
• Note generali: Includes index.
• Nota di bibliografia: Includes bibliographical references at the end of each chapters and index.
• Nota di contenuto: Cover -- 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. ; Suggested 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. ; Conclusion -- 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. ; Notes 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.
• Sommario/riassunto: Over 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.
• Titolo autorizzato: Service management
• ISBN: 0-273-73218-8
• Formato: Materiale a stampa
• Livello bibliografico: Monografia
• Lingua di pubblicazione: Inglese
• Record Nr.: 9910150229703321
• Lo trovi qui: Univ. Federico II
• Serie: Always learning.