Services Management

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.

About the authors
Preface
Acknowledgements
List of figures
List of tables
List of exhibits
The Nature of Services
The nature of services	p. 3
Defining the service concept	p. 24
Servitisation: the blurring boundaries between manufacturing and services	p. 33
Services in a world economy	p. 45
Customer Logic
Relationship marketing	p. 61
Promoting services	p. 79
Pricing services	p. 101
Measuring customer satisfaction	p. 125
Service guarantees and service-level agreements	p. 149
Complaint management	p. 171
Human Resources in Service Organisations
The role of human resource practices in service organisations	p. 199
Competencies and service organisations	p. 211
Collaboration: integrating work and learning	p. 228
The role of empowerment in service organisations	p. 243
Operations Management in Service Organisations
Capacity management	p. 259
Facilities management	p. 299
IT developments and their impact on services	p. 329
An Integrated Approach
Performance measurement systems in service firms	p. 361
Managing innovation in a service environment	p. 387
Managing services across national boundaries	p. 406
Defining a service strategy	p. 429
Technical Notes	p. 455
How to collect customer satisfaction data	p. 457
Analysing queuing systems in service environments	p. 471
Simulation as a tool in designing services	p. 478
Techniques for productivity measurement: activity-based management and data envelopment analysis	p. 490
Appendices
Index
Table of Contents provided by Blackwell. All Rights Reserved.

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Table of Contents

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