Service Management

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 studentsPart 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