Understanding Services Management
Published on 8. June 1995
Book
Paperback/Softback
400 pages
978-0-471-96066-9 (ISBN)
Description
The diverse and complex challenges presented in the management of service-dominated enterprises are increasingly being met by interdisciplinary approaches involving marketing, organizational behaviour, operations and human resource management. This study provides students, researchers and businesses with a state-of-the-art services management book, presenting the most recent advances in service management thought and practice.
More details
Language
English
Place of publication
Chichester
United Kingdom
Publishing group
John Wiley and Sons Ltd
Target group
College/higher education
Professional and scholarly
Illustrations
illustrations
Dimensions
Height: 234 mm
Width: 155 mm
Weight
840 gr
ISBN-13
978-0-471-96066-9 (9780471960669)
Copyright in bibliographic data is held by Nielsen Book Services Limited or its licensors: all rights reserved.
Schweitzer Classification
Content
Services Management Literature Overview: A Rationale for Interdisciplinary Study, Raymond Fisk et al; Service Quality at the Manufacturing-Marketing Interface: From Kaizen to Service-Driven Logistics, Brian Fynes et al; Measuring and Monitoring Service Quality, A. Parasuraman; Service Blueprinting and Service Mapping, Jane Kingman-Brundage; Customer Care in Services, Barbara R. Lewis; Organizing for Service: Empowerment or Production Line?, David E. Bowen and Edward E. Lawler; Managing Services: The Human Factor, Christopher H. Lovelock; Relationship Marketing: Its Role in the Market Economy, Evert Gummesson; Services Marketing and the Concept of Exchange: An Integrative Approach, William J. Glynn and Uolevi Lehtinen; The Cost of Service Quality: Extending the Boundaries of Accounting Systems to Enhance Customer Value, James G. Barnes and Judith A. Cumby; Managing and Marketing to Internal Customers, Audrey Gilmore and David Carson; Marketing Services to External Customers, Adrian Payne and Moira Clark; Avoiding Services Marketing Myopia: A Contingency Approach, Lauren Wright; Services Management in the Business-to-Business Sector: From Networks to Relationship Marketing, Sean de Burca; The Service Firm in International Marketing, Frank Bradley; Strategic Services Management: Examining It and Understanding It, James L. Heskett.