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

Contributor(s): Looy, Bart Van | Dierdonck, Roland Van | Gemmel, PaulMaterial type: TextTextLanguage: English Publisher: London : Financial Times Pitman Publishing, 1998Description: xx, 504 p. : illustrationsISBN: 023635255; 9780273635253Subject(s): Relationship marketing | Service industries -- Management | Dienstensector | ManagementDDC classification: 658.8'12
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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Item type Current location Call number Status Date due Barcode
Books Institute of Public Enterprise, Library
S Campus 		658.8'12 LOO.S (Browse shelf) Available 29898

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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