Services comprise about 70% of the BNP in most Western societies. Services surround us each and every day and include such sectors as medical, IT, financial, travel, telecommunication and educational.
This book is about services and has been written for service managers and practitioners as well as students who aim to move into those areas. The book outlines the fundamental issues of service and service management - offering support by discussing some twenty different business administration models. Real-world examples from both non-profit and for-profit sectors are used throughout the book as well as "what to do" summaries.
This text provides an excellent introduction to service management for students of marketing, economics, business administration, hospitality management and other courses.
Betty Goud is an Independent Marketing Consultant.
Wouter de Vries teaches service management at the Free University of Amsterdam, the Netherlands.
Aart Goud is Course Director at EURIB, the Netherlands.
1. Introduction of the Basic Model of Services 2. The Aspect: Service Provider 3. The Aspect: Service 4. The Aspect: Customers 5. The Aspect: Service Delivery 6. The Aspect: Relationship 7. Implementation