Service Management: An integrated approach

Description

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 Cover Contents List of figures List of tables List of exhibits About the authors Preface Acknowledgements Publisher’s acknowledgements PART ONE Defining services Chapter 1 The nature of services Objectives Introduction The growing importance of services Services: what makes them special? A closer look at services The role of service classifications Conclusion Review and discussion questions Suggested further reading Notes and references Chapter 2 The nature of service management Objectives Introduction The nature of service management The nature of the interaction The nature of the interaction and service management The interaction between employees and customers in theservice chain Conclusion Review and discussion questions Suggested further reading Notes and references Chapter 3 The service concept Objectives Introduction Why do we need a service concept? Defining the service concept Implementing the service concept Conclusion Review and discussion questions Suggested further reading Notes and references PART TWO Designing services Chapter 4 Service process design Objectives Introduction Defining the service process Designing the service process Conclusion Review and discussion questions Suggested further reading Notes and references Chapter 5 Designing human resources practices that matter for service organizations Objectives Introduction The nature of services Human resource management for services Competencies for service organizations Role stress among front-line employees Relevance of role stress for the service encounter Role stress defined Handling role stress for front-line employees Conclusion Review and discussion questions Suggested further reading Notes and references Chapter 6 (Information) Technology and services Objectives Introduction The network era – where do we stand? The impact of IT developments on service encounters Action strategies for the new media Conclusion Review and discussion questions Suggested further reading Notes and references Chapter 7 The role of facilities management in designing the service experience Objectives Introduction The nature of facilities management in services Back office versus front office Location Designing the servicescape From facilities management to service experience design Conclusion Review and discussion questions Suggested further reading Notes and references Chapter 8 Service branding and promotion Objectives Introduction Service branding Promoting services Conclusion Review and discussion questions Suggested further reading Notes and references Chapter 9 Pricing services Objectives Introduction Developing a framework for pricing decisions Pricing objectives Pricing strategies Pricing structure Pricing levels and tactics Conclusion Review and discussion questions Suggested further reading Notes and references PART THREE Delivering services Chapter 10 Capacity management Objectives Introduction Capacity and capacity management Planning capacity Scheduling capacity Managing the demand side The psychology and managerial consequences of waiting Conclusion Review and discussion questions Technical note Suggested further reading Notes and references Chapter 11 People practices that enable delivery Objectives Introduction The role of empowerment in service organizations Competency development Collaboration: integrating work and learning Conclusion Review and discussion questions Suggested further reading Notes and references Chapter 12 Customer attitudes and behaviours towards service firms Objectives Introduction Customer loyalty and customer engagement Customer loyalty and engagement and the firm’s profitability Managing customer loyalty and customer engagement behaviours Conclusion Review and discussion questions Suggested further reading References and notes Chapter 13 Performance measurement systems inservice firms Objectives Introduction Designing performance measurement systems for services Implementing an integrated performance measurement system Conclusion Review and discussion questions Technical Note Suggested further reading Notes and references Chapter 14 Service guarantees and service-level agreements Objectives Introduction Service guarantees Service-level agreements Internal service guarantees and service-level agreements Conclusion Review and discussion questions Suggested further reading Notes and references PART FOUR Developing services Chapter 15 Managing innovation in a service environment Objectives Introduction Innovations as spiral processes: the value-constellation approach Innovation portfolio management Organizing the innovation portfolio: the make-and-buy decision From ‘closed’ to ‘open’ innovation The operational management of innovation Managing service innovation Conclusion Review and discussion questions Suggested further reading Notes and references Chapter 16 Developing Sustainable Strategies Objectives Introduction The nature of strategic management The challenges of strategic management for services Conclusion Review and discussion questions Suggested further reading Notes and references Chapter 17 Managing services across national boundaries Objectives Introduction Why internationalize? Culture and cultural differences Internationalization strategies Conclusion Review and discussion questions Suggested further reading Notes and references Chapter 18 Servitization: or why services management is relevant for manufacturing environments Objectives Introduction From goods to services Why servitization? Making the transition Conclusion Review and discussion questions Suggested further reading Notes and references Technical notes Technical note 1 Analysing queuing systems in service environments Technical Note 2 Simulation as a tool in designing services Technical Note 3 How to manage complaints Technical Note 4 Measuring customer satisfaction Technical note 5 Data envelopment analysis Appendix The state probability (P( n )) Index