Services management: An integrated approach/ Bart Van Looy, Paul Gemmel, Roland VanDierdonck (ed.).

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-.