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Service Management: An Integrated Approach

Bart Van Looy, Paul Gemmel, Roland Van Dierdonck · ISBN 9780273732037
Service Management: An Integrated Approach | Zookal Textbooks | Zookal Textbooks
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Publisher Pearson Education UK
Author(s) Bart Van Looy / Paul Gemmel / Roland Van Dierdonck
Edition 3
Published 28th February 2013
Related course codes BUSS2058 - Managing Services

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 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 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


 

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