TY  - BOOK
AU  - Looy, Bart Van
TI  - Services management: An integrated approach
SN  - 027367353
PY  - 2003///
CY  - Tottenham,London
PB  - Pearson Education Limited
KW  - management
KW  - services management
N1  - The nature of service--Defining the service concept-- Servitization: or why services management is relevant for manufacturing environments--Relationship marketing--Promoting services--Pricing services--Customer satisfaction and complaint management--Service guarantees and service-level agreements--The role of human resource practices in service organizations--competencies and service organizations--Collaboration:  Integrating work and learning--The role of empowerment in service organizations--Role stress among front-line employees--service process design and management-- Capacity management--Facilities management--IT Developments and their impact on services-- Performance measurement systems in service firms--Managing innovation in a service environment--Managing service across national boundaries--Defining a service strategy-
ER  -