Bart Van Looy: Service Management

Cover: 9780273732037 | Service Management | Bart Van Looy (u. a.) | Taschenbuch | 544 S.

Dekorationsartikel gehören nicht zum Leistungsumfang.

Sprache: Englisch

109,99 €

inkl. MwSt.

Versandkostenfrei per Post / DHL

Aktuell nicht verfügbar

Kategorien:

Beschreibung

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

Inhaltsverzeichnis

Part 1: Defining Services Management

1. Nature of services

2. Nature of services management

3. The service concept

Part 2: Designing Services Management

4. Services as processes

5. The role of people: structure and competences

6. The role of technology: e-services and technology-based services

7. The role of physical evidence: the Servicescape

8. Service guarantees and service-level agreements

9. Pricing

Part 3: Delivering Services Management

10. Process-oriented services

11. Employee-based services

12. Customer-oriented services

13. Integrated performance management and communication

Part 4: Developing Services Management

14. Service innovation

15. Growth strategies for service firms

16. Servitisation: a growth path for manufacturing firms

17. Service internationalisation

Details

Erscheinungsjahr:	2024
Fachbereich:	Betriebswirtschaft
Genre:	Importe , Wirtschaft
Rubrik:	Recht & Wirtschaft
Medium:	Taschenbuch
Inhalt:	544 S.
ISBN-13:	9780273732037
ISBN-10:	027373203X
Sprache:	Englisch
Einband:	Kartoniert / Broschiert
Autor:	Looy, Bart Van Gemmel, Paul Dierdonck, Roland Van
Auflage:	3. Auflage
Hersteller:	Pearson
Verantwortliche Person für die EU:	Pearson Studium im Verlag Pearson Benelux B.V. Zweigniederla, Sankt-Martin-Str. 82, D-81541 München, buchhandel@pearson.com
Maße:	246 x 189 x 30 mm
Von/Mit:	Bart Van Looy (u. a.)
Erscheinungsdatum:	23.09.2024
Gewicht:	1,039 kg