Service Management An Integrated Approach (3rd Edition)
Bart Van Looy; Paul Gemmel; Roland Van Dierdonck
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Deskripsi Buku
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 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 is ideal for Service Management students within a Business or Tourism degree but also of great interest to operations management marketing and general business studentsOver 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 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 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
