Description
Book SynopsisTable of ContentsPart 1: Defining Services Management
1. Nature of services
2. Nature of services management
3. The service concept
Part 2: Designing Services Management
4. Services as processes
5. The role of people: structure and competences
6. The role of technology: e-services and technology-based services
7. The role of physical evidence: the Servicescape
8. Service guarantees and service-level agreements
9. Pricing
Part 3: Delivering Services Management
10. Process-oriented services
11. Employee-based services
12. Customer-oriented services
13. Integrated performance management and communication
Part 4: Developing Services Management
14. Service innovation
15. Growth strategies for service firms
16. Servitisation: a growth path for manufacturing firms
17. Service internationalisation
