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 second edition of Services Management: An Integrated Approach proach a comprehensive insight into the service management industry, exploring the nature and importance of service in today's economies. Van Looy, Gemmel and Van Dierdonck delve into the three central strands of serveces management; customers, employees, and operations, while maintaining an integrated approach to the processes involved throughout. The final part of the book addresses the issues 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 develop a thorough understanding of the specific challenges and issues of service management today. This second edition retains and builds on the original's distinctive features.
Part 1 The Nature Of Services
Part 2 Customer Logic
Part 3 Human Resources In Service Organizations
Part 4 Operations Management In Service Organizations
Part 5 An Integrated Appreach