Service Management, 3rd edition
An Integrated Approach

By Paul Gemmel, et al.
April 2013
Pearson Education
Distributed By Trans-Atlantic Publications
ISBN: 9780273732037
505 Pages, Illustrated
$125.00 paper original

Over 75% of graduates currently find work in the service industries, but there are very few books that deal specifically with the subject of service management. 

This third edition of Services Management provides a comprehensive insight into the industry and its' importance in today's economies. The book is based on three central strands of services management: customers, employees and operations. The final part of the book addresses the issue of performance management and service strategy.

Based on a series of research workshops with academics and practitioners at the Service Management Centre, De Vlerick School of Management, University of Ghent, the authors have produced in-depth case studies and survey research to help students to develop a thorough understanding of the specific challenges and issues of service management today.

Services Management third edition is ideal for Service Management students within a Business or Tourism degree, but also of great interest to operations, management, marketing and general business students


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