Services management: an integrated approach

Services Management offers a clear and compelling overview of the nature of service management. The book starts by exploring the specific nature of services and the importance of services for today's economies. It then goes on to discuss extensively three central areas for any service manager: customers, employees and operations. This is achieved by paying specific attention to concerns that are crucial to services while recognising that besides having specific characteristics, services are processes that require an integrated and concerted approach. The final part addresses such integrative themes as performance management and service strategy. This book is the result of several years of research conducted at the Service Management Centre at the Vlerick Leuven Gent Management School. Academics and practitioners alike have been engaged in workshops at this centre, producing in-depth case studies and survey research to acquire and develop a thorough understanding of the specific challenges and issues of service management today. A range of distinctive features enhance the book and aid effective learning. These include: - a wealth of illustrations and real-life examples, - clear objectives and short case descriptions, - guiding frameworks to translate the concepts into practice, - chapter summaries and selected reading lists. Overall this textbook provides a comprehensive introduction to service management for students and practitioners who wish to understand the nature and activities of this wide-ranging subject