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List of figures x <br/>List of tables xiii <br/>List of exhibits xv <br/>About the authors xvii <br/>Preface xxi <br/>Acknowledgements xxiii <br/>Part One: THE NATURE OF SERVICES 1 (52)<br/> 1 The nature of services<br/> 3 (24)<br/> Steven Desmet, Bart Van Looy, Roland Van Dierdonck<br/> <br/> Introduction<br/> 3 (1)<br/> Objectives<br/> 4 (20)<br/> The growing importance of services<br/> 4 (6)<br/> Services: what makes them special?<br/> 10 (2)<br/> A closer look at services<br/> 12 (5)<br/> The role of service classifications<br/> 17 (6)<br/> Conclusion<br/> 23 (1)<br/> Review and discussion questions<br/> 24 (1)<br/> Notes and references<br/> 24 (2)<br/> Suggested further reading<br/> 26 (1)<br/> 2 Defining the service concept<br/> 27 (13)<br/> Paul Gemmel, Bart Van Looy, Gino Van Ossel<br/> <br/> Introduction<br/> 27 (1)<br/> Objectives<br/> 28 (10)<br/> Why do we need a service concept?<br/> 28 (1)<br/> How to define the service concept<br/> 29 (2)<br/> Implementing the service concept<br/> 31 (4)<br/> The service concept as a guiding framework: an overview of its main ingredients<br/> 35 (2)<br/> Why not all service concepts are alike<br/> 37 (1)<br/> Conclusion<br/> 38 (1)<br/> Review and discussion questions<br/> 38 (1)<br/> Notes and references<br/> 39 (1)<br/> Suggested further reading<br/> 39 (1)<br/> 3 Servitization: or why services management is relevant for manufacturing environments<br/> 40 (13)<br/> Steven Desmet, Roland Van Dierdonck, Bart Van Looy<br/> <br/> Introduction<br/> 40 (1)<br/> Objectives<br/> 41 (9)<br/> From goods to services<br/> 41 (1)<br/> Why servitization?<br/> 42 (2)<br/> Making the transition<br/> 44 (5)<br/> Conclusion<br/> 49 (1)<br/> Review and discussion questions<br/> 50 (1)<br/> Notes and references<br/> 50 (1)<br/> Suggested further reading<br/> 51 (2)<br/>Part Two: CUSTOMER LOGIC 53 (126)<br/> 4 Relationship marketing<br/> 55 (19)<br/> Kristof De Wulf<br/> <br/> Introduction<br/> 55 (1)<br/> Objectives<br/> 55 (17)<br/> Relationship marketing: new words to an old tune?<br/> 56 (2)<br/> Linking customer satisfaction, customer loyalty and profitability<br/> 58 (4)<br/> Lifetime value: the link with profitability<br/> 62 (3)<br/> How to increase customer satisfaction and customer loyalty<br/> 65 (3)<br/> Setting objectives in service marketing<br/> 68 (3)<br/> Conclusion<br/> 71 (1)<br/> Review and discussion questions<br/> 72 (1)<br/> Notes and references<br/> 72 (1)<br/> Suggested further reading<br/> 73 (1)<br/> 5 Promoting services<br/> 74 (24)<br/> Patrick De Pelsmacker, Joeri Van Den Bergh<br/> <br/> Introduction<br/> 74 (1)<br/> Objectives<br/> 74 (21)<br/> What is so different about promoting services?<br/> 74 (2)<br/> The basic building blocks of promotion<br/> 76 (7)<br/> Designing a marketing communications strategy for services<br/> 83 (9)<br/> Drawing up a promotion plan<br/> 92 (2)<br/> Conclusion<br/> 94 (1)<br/> Review and discussion questions<br/> 95 (1)<br/> Notes and references<br/> 95 (1)<br/> Suggested further reading<br/> 96 (2)<br/> 6 Pricing services<br/> 98 (25)<br/> Marion Debruyne, Stefan Stremersch<br/> <br/> Introduction<br/> 98 (1)<br/> Objectives<br/> 98 (23)<br/> Developing a framework for pricing decisions<br/> 99 (2)<br/> Pricing objectives<br/> 101 (1)<br/> Pricing strategies<br/> 102 (13)<br/> Pricing structure<br/> 115 (3)<br/> Pricing levels and tactics<br/> 118 (2)<br/> Conclusion<br/> 120 (1)<br/> Review and discussion questions<br/> 121 (1)<br/> Notes and references<br/> 121 (1)<br/> Suggested further reading<br/> 122 (1)<br/> 7 Customer satisfaction and complaint management<br/> 123 (32)<br/> Gino Van Ossel, Stefan Stremersch, Paul Gemmel<br/> <br/> Introduction<br/> 123 (1)<br/> Objectives<br/> 123 (29)<br/> Service quality and customer satisfaction<br/> 124 (1)<br/> A service satisfaction framework<br/> 125 (1)<br/> Measuring customer satisfaction<br/> 126 (12)<br/> Complaint management<br/> 138 (14)<br/> Conclusion<br/> 152 (1)<br/> Review and discussion questions<br/> 152 (1)<br/> Notes and references<br/> 153 (1)<br/> Suggested further reading<br/> 154 (1)<br/> 8 Service guarantees and service-level agreements<br/> 155 (24)<br/> Gino Van Ossel, Paul Gemmel<br/> <br/> Introduction<br/> 155 (1)<br/> Objectives<br/> 156 (21)<br/> Service guarantees<br/> 156 (12)<br/> Service-level agreements<br/> 168 (4)<br/> Internal service guarantees and service-level agreements<br/> 172 (5)<br/> Conclusion<br/> 177 (1)<br/> Review and discussion questions<br/> 177 (1)<br/> Notes and references<br/> 177 (1)<br/> Suggested further reading<br/> 178 (1)<br/>Part Three: HUMAN RESOURCES IN SERVICE ORGANIZATIONS 179 (76)<br/> 9 The role of human resource practices in service organizations<br/> 181 (13)<br/> Bart Van Looy, Koen Dewettinck, Dirk Buyens, Tine Vandenbossche<br/> <br/> Introduction<br/> 181 (1)<br/> Objectives<br/> 182 (10)<br/> The nature of services<br/> 182 (5)<br/> Human resource management for services<br/> 187 (5)<br/> Conclusion<br/> 192 (1)<br/> Review and discussion questions<br/> 192 (1)<br/> Notes and references<br/> 192 (1)<br/> Suggested further reading<br/> 193 (1)<br/> 10 Competencies and service organizations<br/> 194 (1)<br/> Walter Stevens, Dries Faems, Bart Van Looy, Tine Vandenbossche, Dirk Buyens<br/> <br/> Introduction<br/> 194 (1)<br/> Objectives<br/> 194 (18)<br/> Designing competency-based HR practices<br/> 195 (9)<br/> Competencies for service organizations<br/> 204 (8)<br/> Conclusion<br/> 212 (1)<br/> Review and discussion questions<br/> 212 (1)<br/> Notes and references<br/> 213 (1)<br/> Suggested further reading<br/> 213 (1)<br/> 11 Collaboration: integrating work and learning<br/> 214 (1)<br/> Bart Van Looy<br/> <br/> Introduction<br/> 214 (1)<br/> Objectives<br/> 215 (12)<br/> The benefits of collaboration in the workplace<br/> 215 (3)<br/> The broader relevance of collaboration to services<br/> 218 (1)<br/> The role of collaboration in learning<br/> 219 (3)<br/> Collaboration as the central theme<br/> 222 (1)<br/> Establishing collaborative relationships<br/> 223 (4)<br/> Conclusion<br/> 227 (1)<br/> Review and discussion questions<br/> 227 (1)<br/> Notes and references<br/> 227 (1)<br/> Suggested further reading<br/> 228 (1)<br/> 12 The role of empowerment in service organizations<br/> 229 (1)<br/> Bart Van Looy, Krist'l Krols, Dirk Buyens, Tine Vandenbossche<br/> <br/> Introduction<br/> 229 (1)<br/> Objectives<br/> 230 (11)<br/> The relevance of empowerment for service environments<br/> 231 (1)<br/> Empowerment: the employee and the supervisor<br/> 232 (5)<br/> Empowerment: the organization<br/> 237 (3)<br/> Conclusion<br/> 240 (1)<br/> Review and discussion questions<br/> 241 (1)<br/> Notes and references<br/> 241 (1)<br/> Suggested further reading<br/> 242 (1)<br/> 13 Role stress among front-line employees<br/> 243 (1)<br/> Koen Dewettinck, Dirk Buyens<br/> <br/> Introduction<br/> 243 (1)<br/> Objectives<br/> 244 (8)<br/> Relevance of role stress for the service encounter<br/> 244 (1)<br/> Role stress defined<br/> 245 (2)<br/> Handling role stress for front-line employees<br/> 247 (5)<br/> Conclusion<br/> 252 (1)<br/> Review and discussion questions<br/> 252 (1)<br/> Notes and references<br/> 253 (1)<br/> Suggested further reading<br/> 254 (1)<br/>Part Four: OPERATIONS MANAGEMENT IN SERVICE ORGANIZATIONS 255 (1)<br/> 14 Service process design and management<br/> 259 (112)<br/> Paul Gemmel<br/> <br/> Introduction<br/> 259 (1)<br/> Objectives<br/> 260 (14)<br/> Process choice<br/> 261 (2)<br/> Process design<br/> 263 (4)<br/> Process monitoring<br/> 267 (1)<br/> Process evaluation<br/> 268 (3)<br/> Process re-engineering<br/> 271 (3)<br/> Conclusion<br/> 274 (1)<br/> Review and discussion questions<br/> 274 (1)<br/> Notes and references<br/> 274 (2)<br/> Suggested further reading<br/> 276 (1)<br/> 15 Capacity management<br/> 277 (1)<br/> Roland Van Dierdonck<br/> <br/> Introduction<br/> 277 (2)<br/> Objectives<br/> 279 (35)<br/> Capacity and capacity management<br/> 279 (6)<br/> Capacity planning<br/> 285 (6)<br/> Scheduling capacity<br/> 291 (9)<br/> Managing the demand side<br/> 300 (7)<br/> The psychology and managerial consequences of waiting<br/> 307 (7)<br/> Conclusion<br/> 314 (1)<br/> Review and discussion questions<br/> 314 (1)<br/> Technical note<br/> 315 (1)<br/> Notes and references<br/> 315 (1)<br/> Suggested further reading<br/> 316 (1)<br/> 16 Facilities management<br/> 317 (1)<br/> Roland Van Dierdonck, Paul Gemmel, Steven Desmet<br/> <br/> Introduction<br/> 317 (1)<br/> Objectives<br/> 318 (20)<br/> The nature of facilities management in services<br/> 319 (1)<br/> Back office versus front office<br/> 320 (2)<br/> Location<br/> 322 (10)<br/> Designing the servicescape<br/> 332 (5)<br/> Conclusion<br/> 337 (1)<br/> Review and discussion questions<br/> 338 (1)<br/> Notes and references<br/> 338 (1)<br/> Suggested further reading<br/> 339 (1)<br/> 17 IT developments and their impact on services<br/> 340 (1)<br/> Tim Duhamel, Bart Van Looy, Wilfried Grommen, Wim Grielens, Niels Schillewaert, Pedro Matth��nssens<br/> <br/> Introduction<br/> 340 (1)<br/> Objectives<br/> 341 (25)<br/> The network era - Where do we stand?<br/> 341 (4)<br/> The impact of IT developments on service encounters<br/> 345 (15)<br/> Action strategies for the new media<br/> 360 (6)<br/> Conclusion<br/> 366 (1)<br/> Review and discussion questions<br/> 366 (1)<br/> Notes and references<br/> 366 (3)<br/> Suggested further reading<br/> 369 (2)<br/>Part Five: AN INTEGRATED APPROACH 371 (1)<br/> 18 Performance measurement systems in service firms<br/> 373 (104)<br/> Paul Gemmel, Kurt Verweire, Gino Van Ossel, Werner Bruggeman, Roland Van Dierdonck, Bart Van Looy<br/> <br/> Introduction<br/> 373 (1)<br/> Objectives<br/> 374 (27)<br/> Designing performance measurement systems for services<br/> 374 (14)<br/> Implementing an integrated performance measurement system<br/> 388 (13)<br/> Conclusion<br/> 401 (1)<br/> Review and discussion questions<br/> 401 (1)<br/> Technical note<br/> 401 (1)<br/> Notes and references<br/> 401 (2)<br/> Suggested further reading<br/> 403 (1)<br/> 19 Managing innovation in a service environment<br/> 404 (1)<br/> Koenraad Debackere, Bart Van Looy<br/> <br/> Introduction<br/> 404 (1)<br/> Objectives<br/> 405 (19)<br/> Innovations as spiral processes: the value-constellation approach<br/> 406 (3)<br/> Innovation portfolio management<br/> 409 (5)<br/> Organizing the innovation portfolio: the make-or-buy decision<br/> 414 (2)<br/> The operational management of innovation<br/> 416 (7)<br/> Conclusion<br/> 423 (1)<br/> Review and discussion questions<br/> 424 (1)<br/> Notes and references<br/> 424 (2)<br/> Suggested further reading<br/> 426 (1)<br/> 20 Managing services across national boundaries<br/> 427 (1)<br/> Roland Van Dierdonck<br/> <br/> Introduction<br/> 427 (4)<br/> Objectives<br/> 431 (20)<br/> Why internationalize?<br/> 431 (1)<br/> Drivers towards internationalization<br/> 432 (4)<br/> Culture and cultural differences<br/> 436 (8)<br/> Internationalization strategies<br/> 444 (6)<br/> Conclusion<br/> 450 (1)<br/> Review and discussion questions<br/> 451 (1)<br/> Notes and references<br/> 451 (1)<br/> Suggested further reading<br/> 452 (1)<br/> 21 Defining a service strategy<br/> 453 (1)<br/> Aim�� Heene, Bart Van Looy, Roland Van Dierdonck<br/> <br/> Introduction<br/> 453 (1)<br/> Objectives<br/> 453 (20)<br/> The nature of strategic management<br/> 453 (8)<br/> The challenges of strategic management for services<br/> 461 (11)<br/> Conclusion<br/> 472 (1)<br/> Review and discussion questions<br/> 473 (1)<br/> Notes and references<br/> 473 (1)<br/> Suggested further reading<br/> 474 (3)<br/>TECHNICAL NOTES <br/> 1 How to collect customer satisfaction data<br/> 477 (39)<br/> Gino Van Ossel<br/> <br/> 2 Analysing queuing systems in service environments<br/> 491 (7)<br/> Paul Gemmel<br/> <br/> 3 Simulation as a tool in designing services<br/> 498 (12)<br/> Paul Gemmel<br/> <br/> 4 Data envelopment analysis<br/> 510 (3)<br/> Paul Gemmel<br/> <br/> 5 Insights stemming from emerging resource and competence-based strategic management theories<br/> 513 (3)<br/> Aim�� Heene<br/> <br/>APPENDICES <br/> 1 Importance of informational elements in ads - comparing goods and services<br/> 516 (1)<br/> 2 The state probability (P(n))<br/> 517 (2)<br/>Index 519 |
