Service Management: An integrated approach

Abstract

Part 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

Cite this work

No public copy is stored for this record, so only the metadata is cited.

Stored only when both papers are in the corpus — 49 citations exist upstream.