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Service Management: An integrated approach Paperback – 28 February 2013

by Bart Van Looy (Author), Paul Gemmel (Author), Roland Van Dierdonck (Author)
4.2 4.2 out of 5 stars 7 ratings
Edition: 3rd
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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 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 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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  1. ISBN-10
    027373203X
  2. ISBN-13
    978-0273732037
  3. Edition
    3rd
  4. Publisher
    Pearson
  5. Publication date
    28 February 2013
  6. Language
    English
  7. Dimensions
    19.05 x 3.18 x 24.13 cm
  8. Print length
    544 pages
  9. See all details
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Product description

From the Back Cover

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 Service Management: An Integrated Approach provides a comprehensive insight into the service management industry, exploring the nature and importance of services in today’s economies. Over 75 per cent of graduates currently find work in the service industries, but there are very few books that deal specifically with the subject of service management. Paul Gemmel, Bart Van Looy, and Roland Van Dierdonck delve into the question of how service firms can create value for their customers by relying on four D’s: Define, Design, Deliver and Develop service activities. The definition stage stresses the importance of being explicit about the value envisaged by service activities and anchoring this in a service concept. In line with this service concept, services need to be designed and delivered by integrating processes which involve service employees and customers alike. No single service concept – nor the implied service delivery system – is made to last forever. In the final part of the book, avenues that allow the development of the service concept in a sustainable manner are introduced.

Based on a series of research workshops with academics and practitioners at the Service Management Centre of the Vlerick Leuven Gent Management School and at the Center for Service Intelligence of Ghent University, 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 third 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 service industry advances in areas such as service blueprinting, service experience management, service branding, service innovation and servitisation.

Service Management is an invaluable resource for both students and practitioners who wish to gain an understanding of this wide-ranging subject.

Product details

  • Publisher ‏ : ‎ Pearson; 3rd edition (28 February 2013)
  • Language ‏ : ‎ English
  • Paperback ‏ : ‎ 544 pages
  • ISBN-10 ‏ : ‎ 027373203X
  • ISBN-13 ‏ : ‎ 978-0273732037
  • Dimensions ‏ : ‎ 19.05 x 3.18 x 24.13 cm
  • Customer Reviews:
    4.2 4.2 out of 5 stars 7 ratings

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cheryl kenworthy
5.0 out of 5 stars Great book
Reviewed in the United Kingdom on 25 June 2021
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Bought for an university course module for my son's Business Management degree.
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Mace
5.0 out of 5 stars Service management
Reviewed in the United Kingdom on 4 March 2021
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Studies
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Mendel
5.0 out of 5 stars Very good
Reviewed in the United Kingdom on 13 March 2019
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A bit outdated but clear, readable and useful.
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Simo
1.0 out of 5 stars One Star
Reviewed in the United Kingdom on 6 January 2017
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very expensive
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