Service Management (3^rd Ed.)
An integrated approach

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

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

• Real-life examples and short case descriptions
• Clear objectives and chapter summaries
• A guiding framework to translate the concepts into practice
• Selected reading list