Service management effectiveness: balancing strategy, organization and human resources, operations, and marketing
Saved in:
| Format: | Book |
|---|---|
| Language: | English |
| Published: |
San Francisco [u.a.]
Jossey-Bass
1990
|
| Edition: | 1. ed. |
| Series: | The Jossey-Bass management series
|
| Subjects: | |
| Online Access: | Inhaltsverzeichnis |
| Physical Description: | XXVIII, 414 S. graph. Darst. |
| ISBN: | 1555422225 |
Staff View
MARC
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| 650 | 7 | |a Services - Gestion |2 ram | |
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Record in the Search Index
| _version_ | 1804118702991343616 |
|---|---|
| adam_text | Preface xiii
The Authors xix
1. Suppose We Took Service Seriously? 1
David E. Bowen, Thomas G. Cummings JK
Part One: Strategic Management
in Service Firms 15
2. Rethinking Strategy for Service Management 17
James L. Heskett
3. Key Strategic Decisions for Service Firms 41
Dorothy I. Riddle
ix
x Contents
4. Service Technologies: Key Factors
in Manufacturing Strategy 64
James Brian Quinn, Penny C. Paquette
Part TWo: Organization and Human Resource
Management in Service Firms 95
5. Strategic Implications of Service Technologies 97
Peter K. Mills, Dennis J. Moberg
6. Alternative Strategies for Creating
Service Oriented Organizations 126 ¦
Benjamin Schneider
7. Managing Human Resource Issues for
High Contact Service Personnel 152
David A. Tansik
8. Applying Behavioral Management Techniques
in Service Organizations 177
FredLuthans, Tim R. V.Davis
Part Three: Operations Management
in Service Firms 211
9. Creating Personalized Service Delivery Systems 213
W. Earl Sasser, William E. Fulmer
10. Measuring and Managing Service Quality 234
David A. Collier
11. The Impact of Information Technologies
on Operations of Service Sector Firms 266
Albert H. Rubenstein, Eliezer Geisler
12. Making Continual Improvement a Competitive
Strategy for Service Firms 284
James A. Fitzsimmons
Contents xi
Part Four: Marketing in Service Firms 297
/l3. i Managing Relationships with Customers:
^ A Differentiating Philosophy of Marketing 299
John A. Czepiel
4S Evaluating the Role and Place of Marketing
*— in Service Firms 324
John E. G. Bateson
15. Managing Interactions Between Operations and
Marketing and Their Impact on Customers 343
Christopher H. Lovelock
16. Communicating with Customers About
Service Quality 369
Valarie A. Zeithaml
17. Conclusion: The State of Service
Management Knowledge 384
Richard B. Chase, Deborah L. Kellogg
Name Index 395
Subject Index 403
|
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| ctrlnum | (OCoLC)21036228 (DE-599)BVBBV004574146 |
| dewey-full | 658 |
| dewey-hundreds | 600 - Technology (Applied sciences) |
| dewey-ones | 658 - General management |
| dewey-raw | 658 |
| dewey-search | 658 |
| dewey-sort | 3658 |
| dewey-tens | 650 - Management and auxiliary services |
| discipline | Wirtschaftswissenschaften |
| edition | 1. ed. |
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| id | DE-604.BV004574146 |
| illustrated | Illustrated |
| indexdate | 2024-07-09T16:14:30Z |
| institution | BVB |
| isbn | 1555422225 |
| language | English |
| oai_aleph_id | oai:aleph.bib-bvb.de:BVB01-002813894 |
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| physical | XXVIII, 414 S. graph. Darst. |
| publishDate | 1990 |
| publishDateSearch | 1990 |
| publishDateSort | 1990 |
| publisher | Jossey-Bass |
| record_format | marc |
| series2 | The Jossey-Bass management series |
| spelling | Service management effectiveness balancing strategy, organization and human resources, operations, and marketing David E. Bowen ... 1. ed. San Francisco [u.a.] Jossey-Bass 1990 XXVIII, 414 S. graph. Darst. txt rdacontent n rdamedia nc rdacarrier The Jossey-Bass management series Dienstensector gtt Klantgerichtheid gtt Management gtt Services (Industrie) - Gestion Services - Gestion ram Service industries Management Dienstleistungsbetrieb (DE-588)4012181-1 gnd rswk-swf Dienstleistungssektor (DE-588)4012183-5 gnd rswk-swf Management (DE-588)4037278-9 gnd rswk-swf (DE-588)4143413-4 Aufsatzsammlung gnd-content Management (DE-588)4037278-9 s Dienstleistungssektor (DE-588)4012183-5 s DE-604 Dienstleistungsbetrieb (DE-588)4012181-1 s Bowen, David E. Sonstige oth HBZ Datenaustausch application/pdf http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=002813894&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA Inhaltsverzeichnis |
| spellingShingle | Service management effectiveness balancing strategy, organization and human resources, operations, and marketing Dienstensector gtt Klantgerichtheid gtt Management gtt Services (Industrie) - Gestion Services - Gestion ram Service industries Management Dienstleistungsbetrieb (DE-588)4012181-1 gnd Dienstleistungssektor (DE-588)4012183-5 gnd Management (DE-588)4037278-9 gnd |
| subject_GND | (DE-588)4012181-1 (DE-588)4012183-5 (DE-588)4037278-9 (DE-588)4143413-4 |
| title | Service management effectiveness balancing strategy, organization and human resources, operations, and marketing |
| title_auth | Service management effectiveness balancing strategy, organization and human resources, operations, and marketing |
| title_exact_search | Service management effectiveness balancing strategy, organization and human resources, operations, and marketing |
| title_full | Service management effectiveness balancing strategy, organization and human resources, operations, and marketing David E. Bowen ... |
| title_fullStr | Service management effectiveness balancing strategy, organization and human resources, operations, and marketing David E. Bowen ... |
| title_full_unstemmed | Service management effectiveness balancing strategy, organization and human resources, operations, and marketing David E. Bowen ... |
| title_short | Service management effectiveness |
| title_sort | service management effectiveness balancing strategy organization and human resources operations and marketing |
| title_sub | balancing strategy, organization and human resources, operations, and marketing |
| topic | Dienstensector gtt Klantgerichtheid gtt Management gtt Services (Industrie) - Gestion Services - Gestion ram Service industries Management Dienstleistungsbetrieb (DE-588)4012181-1 gnd Dienstleistungssektor (DE-588)4012183-5 gnd Management (DE-588)4037278-9 gnd |
| topic_facet | Dienstensector Klantgerichtheid Management Services (Industrie) - Gestion Services - Gestion Service industries Management Dienstleistungsbetrieb Dienstleistungssektor Aufsatzsammlung |
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