An Integrated Approach
Edited By Bart Van Looy, et al.
Financial Times / Pearson Education
555 Pages, Illustrated, 7 ½" x 9 ¾"
$99.50 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 second edition provides a comprehensive insight into the service management
industry, exploring the nature and importance of services in today's economies.
The editors delve into the three central strands of services management; customers,
employees, and operations, while maintaining an integrated approach to the processes
involved throughout. The final part of the book addresses the issues 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
develop a thorough understanding of the specific challenges and issues of service
This second edition retains and builds on the original's distinctive features:
real-life examples and short case descriptions, clear objectives and chapter
summaries, a guiding framework to translate the concepts into practice, selected
reading list. In addition to this, the content has been expanded to reflect
industry advances in areas such as I.T., e-commerce and quality. Services Management
is an invaluable resource for both students and practitioners who wish to gain
an understanding of this wide-ranging subject.
About the Editors:
Bart Van Looy was responsible for the Service Management Centre at the Vlerick
Leuven Ghent Management School from the beginning of 1996 until the end of 1997.
He obtained his Ph.D. from K.U. Leuven.
Paul Gemmel is professor of service and hospital operations operations management
at the Ghent University.
Roland Van Dierdonck is civil and industrial engineer (Ghent University) and
Doctor in Business Administration, Harvard University.
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