商品詳細

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.