Services management : an integrated approach / edited

List of figures x
List of tables xiii
List of exhibits xv
About the authors xvii
Preface xxi
Acknowledgements xxiii
Part One: THE NATURE OF SERVICES 1 (52)
1 The nature of services
3 (24)
Steven Desmet, Bart Van Looy, Roland Van Dierdonck

Introduction
3 (1)
Objectives
4 (20)
The growing importance of services
4 (6)
Services: what makes them special?
10 (2)
A closer look at services
12 (5)
The role of service classifications
17 (6)
Conclusion
23 (1)
Review and discussion questions
24 (1)
Notes and references
24 (2)
Suggested further reading
26 (1)
2 Defining the service concept
27 (13)
Paul Gemmel, Bart Van Looy, Gino Van Ossel

Introduction
27 (1)
Objectives
28 (10)
Why do we need a service concept?
28 (1)
How to define the service concept
29 (2)
Implementing the service concept
31 (4)
The service concept as a guiding framework: an overview of its main ingredients
35 (2)
Why not all service concepts are alike
37 (1)
Conclusion
38 (1)
Review and discussion questions
38 (1)
Notes and references
39 (1)
Suggested further reading
39 (1)
3 Servitization: or why services management is relevant for manufacturing environments
40 (13)
Steven Desmet, Roland Van Dierdonck, Bart Van Looy

Introduction
40 (1)
Objectives
41 (9)
From goods to services
41 (1)
Why servitization?
42 (2)
Making the transition
44 (5)
Conclusion
49 (1)
Review and discussion questions
50 (1)
Notes and references
50 (1)
Suggested further reading
51 (2)
Part Two: CUSTOMER LOGIC 53 (126)
4 Relationship marketing
55 (19)
Kristof De Wulf

Introduction
55 (1)
Objectives
55 (17)
Relationship marketing: new words to an old tune?
56 (2)
Linking customer satisfaction, customer loyalty and profitability
58 (4)
Lifetime value: the link with profitability
62 (3)
How to increase customer satisfaction and customer loyalty
65 (3)
Setting objectives in service marketing
68 (3)
Conclusion
71 (1)
Review and discussion questions
72 (1)
Notes and references
72 (1)
Suggested further reading
73 (1)
5 Promoting services
74 (24)
Patrick De Pelsmacker, Joeri Van Den Bergh

Introduction
74 (1)
Objectives
74 (21)
What is so different about promoting services?
74 (2)
The basic building blocks of promotion
76 (7)
Designing a marketing communications strategy for services
83 (9)
Drawing up a promotion plan
92 (2)
Conclusion
94 (1)
Review and discussion questions
95 (1)
Notes and references
95 (1)
Suggested further reading
96 (2)
6 Pricing services
98 (25)
Marion Debruyne, Stefan Stremersch

Introduction
98 (1)
Objectives
98 (23)
Developing a framework for pricing decisions
99 (2)
Pricing objectives
101 (1)
Pricing strategies
102 (13)
Pricing structure
115 (3)
Pricing levels and tactics
118 (2)
Conclusion
120 (1)
Review and discussion questions
121 (1)
Notes and references
121 (1)
Suggested further reading
122 (1)
7 Customer satisfaction and complaint management
123 (32)
Gino Van Ossel, Stefan Stremersch, Paul Gemmel

Introduction
123 (1)
Objectives
123 (29)
Service quality and customer satisfaction
124 (1)
A service satisfaction framework
125 (1)
Measuring customer satisfaction
126 (12)
Complaint management
138 (14)
Conclusion
152 (1)
Review and discussion questions
152 (1)
Notes and references
153 (1)
Suggested further reading
154 (1)
8 Service guarantees and service-level agreements
155 (24)
Gino Van Ossel, Paul Gemmel

Introduction
155 (1)
Objectives
156 (21)
Service guarantees
156 (12)
Service-level agreements
168 (4)
Internal service guarantees and service-level agreements
172 (5)
Conclusion
177 (1)
Review and discussion questions
177 (1)
Notes and references
177 (1)
Suggested further reading
178 (1)
Part Three: HUMAN RESOURCES IN SERVICE ORGANIZATIONS 179 (76)
9 The role of human resource practices in service organizations
181 (13)
Bart Van Looy, Koen Dewettinck, Dirk Buyens, Tine Vandenbossche

Introduction
181 (1)
Objectives
182 (10)
The nature of services
182 (5)
Human resource management for services
187 (5)
Conclusion
192 (1)
Review and discussion questions
192 (1)
Notes and references
192 (1)
Suggested further reading
193 (1)
10 Competencies and service organizations
194 (1)
Walter Stevens, Dries Faems, Bart Van Looy, Tine Vandenbossche, Dirk Buyens

Introduction
194 (1)
Objectives
194 (18)
Designing competency-based HR practices
195 (9)
Competencies for service organizations
204 (8)
Conclusion
212 (1)
Review and discussion questions
212 (1)
Notes and references
213 (1)
Suggested further reading
213 (1)
11 Collaboration: integrating work and learning
214 (1)
Bart Van Looy

Introduction
214 (1)
Objectives
215 (12)
The benefits of collaboration in the workplace
215 (3)
The broader relevance of collaboration to services
218 (1)
The role of collaboration in learning
219 (3)
Collaboration as the central theme
222 (1)
Establishing collaborative relationships
223 (4)
Conclusion
227 (1)
Review and discussion questions
227 (1)
Notes and references
227 (1)
Suggested further reading
228 (1)
12 The role of empowerment in service organizations
229 (1)
Bart Van Looy, Krist'l Krols, Dirk Buyens, Tine Vandenbossche

Introduction
229 (1)
Objectives
230 (11)
The relevance of empowerment for service environments
231 (1)
Empowerment: the employee and the supervisor
232 (5)
Empowerment: the organization
237 (3)
Conclusion
240 (1)
Review and discussion questions
241 (1)
Notes and references
241 (1)
Suggested further reading
242 (1)
13 Role stress among front-line employees
243 (1)
Koen Dewettinck, Dirk Buyens

Introduction
243 (1)
Objectives
244 (8)
Relevance of role stress for the service encounter
244 (1)
Role stress defined
245 (2)
Handling role stress for front-line employees
247 (5)
Conclusion
252 (1)
Review and discussion questions
252 (1)
Notes and references
253 (1)
Suggested further reading
254 (1)
Part Four: OPERATIONS MANAGEMENT IN SERVICE ORGANIZATIONS 255 (1)
14 Service process design and management
259 (112)
Paul Gemmel

Introduction
259 (1)
Objectives
260 (14)
Process choice
261 (2)
Process design
263 (4)
Process monitoring
267 (1)
Process evaluation
268 (3)
Process re-engineering
271 (3)
Conclusion
274 (1)
Review and discussion questions
274 (1)
Notes and references
274 (2)
Suggested further reading
276 (1)
15 Capacity management
277 (1)
Roland Van Dierdonck

Introduction
277 (2)
Objectives
279 (35)
Capacity and capacity management
279 (6)
Capacity planning
285 (6)
Scheduling capacity
291 (9)
Managing the demand side
300 (7)
The psychology and managerial consequences of waiting
307 (7)
Conclusion
314 (1)
Review and discussion questions
314 (1)
Technical note
315 (1)
Notes and references
315 (1)
Suggested further reading
316 (1)
16 Facilities management
317 (1)
Roland Van Dierdonck, Paul Gemmel, Steven Desmet

Introduction
317 (1)
Objectives
318 (20)
The nature of facilities management in services
319 (1)
Back office versus front office
320 (2)
Location
322 (10)
Designing the servicescape
332 (5)
Conclusion
337 (1)
Review and discussion questions
338 (1)
Notes and references
338 (1)
Suggested further reading
339 (1)
17 IT developments and their impact on services
340 (1)
Tim Duhamel, Bart Van Looy, Wilfried Grommen, Wim Grielens, Niels Schillewaert, Pedro Matth��nssens

Introduction
340 (1)
Objectives
341 (25)
The network era - Where do we stand?
341 (4)
The impact of IT developments on service encounters
345 (15)
Action strategies for the new media
360 (6)
Conclusion
366 (1)
Review and discussion questions
366 (1)
Notes and references
366 (3)
Suggested further reading
369 (2)
Part Five: AN INTEGRATED APPROACH 371 (1)
18 Performance measurement systems in service firms
373 (104)
Paul Gemmel, Kurt Verweire, Gino Van Ossel, Werner Bruggeman, Roland Van Dierdonck, Bart Van Looy

Introduction
373 (1)
Objectives
374 (27)
Designing performance measurement systems for services
374 (14)
Implementing an integrated performance measurement system
388 (13)
Conclusion
401 (1)
Review and discussion questions
401 (1)
Technical note
401 (1)
Notes and references
401 (2)
Suggested further reading
403 (1)
19 Managing innovation in a service environment
404 (1)
Koenraad Debackere, Bart Van Looy

Introduction
404 (1)
Objectives
405 (19)
Innovations as spiral processes: the value-constellation approach
406 (3)
Innovation portfolio management
409 (5)
Organizing the innovation portfolio: the make-or-buy decision
414 (2)
The operational management of innovation
416 (7)
Conclusion
423 (1)
Review and discussion questions
424 (1)
Notes and references
424 (2)
Suggested further reading
426 (1)
20 Managing services across national boundaries
427 (1)
Roland Van Dierdonck

Introduction
427 (4)
Objectives
431 (20)
Why internationalize?
431 (1)
Drivers towards internationalization
432 (4)
Culture and cultural differences
436 (8)
Internationalization strategies
444 (6)
Conclusion
450 (1)
Review and discussion questions
451 (1)
Notes and references
451 (1)
Suggested further reading
452 (1)
21 Defining a service strategy
453 (1)
Aim�� Heene, Bart Van Looy, Roland Van Dierdonck

Introduction
453 (1)
Objectives
453 (20)
The nature of strategic management
453 (8)
The challenges of strategic management for services
461 (11)
Conclusion
472 (1)
Review and discussion questions
473 (1)
Notes and references
473 (1)
Suggested further reading
474 (3)
TECHNICAL NOTES
1 How to collect customer satisfaction data
477 (39)
Gino Van Ossel

2 Analysing queuing systems in service environments
491 (7)
Paul Gemmel

3 Simulation as a tool in designing services
498 (12)
Paul Gemmel

4 Data envelopment analysis
510 (3)
Paul Gemmel

5 Insights stemming from emerging resource and competence-based strategic management theories
513 (3)
Aim�� Heene

APPENDICES
1 Importance of informational elements in ads - comparing goods and services
516 (1)
2 The state probability (P(n))
517 (2)
Index 519

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