Services Management An Integrated Approach

• Other Authors: Gemmer, Paul (Editor), Dierdonck, Roland Van (Editor), Bart Van Looy (Editor)
• Format: Book
• Language: English
• Published: Harlow,England Financial Times Prentice Hall 2003
• Edition: second edition
• Subjects: Service industries > Management
• Online Access: Click Here to View Status and Holdings.
• Item Description: Previous ed.: London : Pitman, 1998
• Physical Description: xxvi, 529 pages illustrations 25 cm
• Bibliography: Includes bibliographical references and index
• ISBN: 9780273673538; 027367353X

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 provides a comprehensive insight into the service management industry and it's 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.