Services Management
An Integrated Approach
2nd Edition

Edited By Bart Van Looy, et al.
Financial Times / Pearson Education
October 2003
ISBN: 0-273-67353-X
555 Pages, Illustrated, 7 " x 9 "
$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 management today.

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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