000			11724nam a2200229 4500
020			_a9780273673538 _cTZS.73442.81
040			_aMUL _beng _eAACR
082			_a658.8 SER
245			_aServices management : _ban integrated approach _c/ edited
250			_a2nd.ed
260			_aHarlow : _bFinancial Times Prentice Hall, _cc2003
300			_axxvi, 529 p. : _bill.; _c25 cm
505			_aList 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
546			_aeng
650			_aService industries--Management
650			_aPersonnel management
650			_aFacility management
700			_aLooy, Bart van (editor)
700			_aGemmel, Paul (editor)
700			_aDierdonck, R. van (editor)
942			_cBK
999			_c10460 _d10460