Services Management: 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 are: 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.
- ISBN10 1299283403
- ISBN13 9781299283404
- Publish Date 1 January 2013 (first published 26 June 1998)
- Publish Status Active
- Out of Print 29 April 2015
- Publish Country US
- Imprint Pearson
- Edition 3rd Revised ed.
- Format eBook
- Language English