Service Management: An integrated approach

Service Management: An integrated approach

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Mr Bart Van Looy, Paul Gemmel, Roland Van Dierdonck
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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