Services Management : an integrated approach / edited by Bart Van Looy, Roland Van Dierdonck, Paul Gemmel.

Contributor(s): Material type: TextTextLanguage: English Publication details: 1998. London : Financial Times Pitman Publishing,Description: xx, 504 p. : illustrationsISBN:
  • 023635255
  • 9780273635253
Subject(s): DDC classification:
  • 658.8'12 LOO.S
Contents:
pt. 1. The nature of services -- pt. 2. Customer logic -- pt. 3. Human resources in service organisations -- pt. 4. Operations management in service organisations -- pt. 5. An integrated approach -- Technical notes.
Summary: This work looks at the nature of services and the peculiarities of managing services. The sides of service management are discussed: how to realize customer satisfaction and customer loyalty, the role of employees, and managing the operational side of the service process.
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Includes bibliographical references and Indexes.

pt. 1. The nature of services --
pt. 2. Customer logic --
pt. 3. Human resources in service organisations --
pt. 4. Operations management in service organisations --
pt. 5. An integrated approach --
Technical notes.

This work looks at the nature of services and the peculiarities of managing services. The sides of service management are discussed: how to realize customer satisfaction and customer loyalty, the role of employees, and managing the operational side of the service process.

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