Services management: An integrated approach/ Bart Van Looy, Paul Gemmel, Roland VanDierdonck (ed.).
Material type: TextPublication details: Tottenham,London: Pearson Education Limited, 2003.Edition: 2nd edDescription: xxvi,529p.: ill.; 23cmISBN:- 027367353
Item type | Current library | Collection | Call number | Copy number | Status | Date due | Barcode | |
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Books | Zetech Library - Pioneer General Stacks | Non-fiction | HD 30.28 .L6 2003 (Browse shelf(Opens below)) | C1 | Available | Z001959 | ||
Books | Zetech Library - Pioneer Reference | Non-fiction | HD 30.28 .L6 2003 (Browse shelf(Opens below)) | C2 | Not For Loan | Z002623 |
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-.
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