The future of services management:
Saved in:
| Format: | Book |
|---|---|
| Language: | English |
| Published: |
London
Kogan Page
1994
|
| Edition: | 1. publ. |
| Series: | The Cranfield management research series
|
| Subjects: | |
| Online Access: | Inhaltsverzeichnis |
| Item Description: | Literaturangaben |
| Physical Description: | 245 S. graph. Darst. |
| ISBN: | 0749410647 |
Staff View
MARC
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| 245 | 1 | 0 | |a The future of services management |c ed. by Colin Armistead. Cranfield University, School of Management |
| 250 | |a 1. publ. | ||
| 264 | 1 | |a London |b Kogan Page |c 1994 | |
| 300 | |a 245 S. |b graph. Darst. | ||
| 336 | |b txt |2 rdacontent | ||
| 337 | |b n |2 rdamedia | ||
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| 490 | 0 | |a The Cranfield management research series | |
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| 650 | 7 | |a Services - Gestion |2 ram | |
| 650 | 4 | |a Service industries |x Management | |
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| 700 | 1 | |a Armistead, Colin |e Sonstige |4 oth | |
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Record in the Search Index
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|---|---|
| adam_text | CONTENTS
List of Figures 9
List of Tables 10
The Cranfield Management Research Series 12
The Contributors 14
Prologue 19
Introduction 19
A route map for the book 20
Conclusion 23
Part One — Generic Aspects of Services Management
1 The Journey to Date: Lessons from Past Services Management
Research
Colin Armistead 27
Introduction 28
Concepts and frameworks for understanding services
management 29
Service strategy 30
Service marketing 32
Service delivery 33
Service quality 34
The service encounter 36
Service people 37
Internationalisation of services 39
Conclusions 39
5
The Future of Services Management
2 Are Service Industries Going Global?
Susan Segal Horn 41
Introduction 42
The growth of the service sector 43
The spread of global competition in service industries 44 |
Changing the approach to the customer 55
Sources of advantage in international service industries 57
Conclusion: service industries and global competition 60
3 The Challenges of Globalisation in the Service Industry
Hen e Mathe and Cynthia Perras 64
Introduction 66
Motives and incentives for pursuing a global strategy 67
The adaptable service product? 71
Identifying the appropriate learning process 75
Expansion mode and management of maturity 76
Can technology make a difference? 79
¦ 4 Service Quality and Service Recovery: The Role of Capacity
Management
, Colin Armistead and Graham Clark 81
I Introduction 82
I The survey sample 84
/ The important features of service quality 86
^ Management of the service delivery process 87
Managing capacity 88
How well do organisations recover from mistakes? 91
Management of service quality 94
Conclusions 96
i
5 Internal Marketing: A New Perspective for HRM
y Brett Collins and Adrian Payne 98
Internal marketing and HRM 99
j Challenges facing the HR manager 100
J The marketing HRM analogy 102
The HRM marketing function 105
Marketing activities 106
i Conclusions 113
6
Contents
6 The Value of Trust in Service Sector Marketing
HaiderAli 116
Introduction 117
Stranger marketing and network marketing 123
Conclusion 129
7 The Future Resourcing of the Service Sector
James Arrowsmith and Ann McGoldrick 131
Introduction 132
Marginalisation of older workers 132
Service sector human resource management and the older worker 134
Recognising the older worker resource: some case examples 137
Conclusion 148
Part Two — Service Sector Specific Management Issues
8 Grocery Retailing in the Single European Market: Developments
in Structure, Strategy and Share
Simon Knox and Keith Thompson 155
Introduction 156
UK grocery multiples and Europe 159
The framework of analysis 161
The threat of new entrants 162
Intensity of rivalry 165
Bargaining power of suppliers 167
The threat of substitute services 168
Bargaining power of consumers 168
Concluding comments: opportunities in Europe for IK
grocery multiples 169
9 The Changing Role of Building Societies in the 1990s
Joseph NelIts 173
Introduction 175
The origins and growth of the building society1 movement 175
Deregulation in the UK financial services sector 17 7
The new environment for building societies 181
Cultural shifts in the building society industry 185
The impact of change on building society branches 187
Conclusions 191
7
The Future of Sendees Management
10 The Future of Professionals in the Retail Financial Services Sector
JeffWatkins 194
Background 195
Key changes 197
Effects on professionals 198
Conclusions 203
11 Quality Management and the Professional Firm: Standards Must
Improve!
Peter Barrett 205
Background to quality assurance/quality management standards 206
Standards matter 206
Recent developments in quality management standards 207
A project based industry 209
Summary of key issues 210
Strategies 210
Conclusions 212
12 From Managers to Leaders: The Journey Metaphors of Voluntary
Sector Chief Executives
Colin Fletcher and Richard Kay 214
Introduction 215
Metaphor and organising 215
The voluntary sector 217
Metaphors in use in the voluntary sector 218
The journey metaphor in use in voluntary organisations 221
The significance of the journey metaphor 223
Conclusion 227
Index 229
8
LIST OF FIGURES
31 Comparison between domestic and international operations
at McDonald s 68
32 International development in the insurance industry: the five
largest French companies 69
33 Success and failure of the learning process for service companies
expanding operations globally 77
51 Human resource mission statement 108
52 Characterising HR marketing problems 109
5 3 Comparing product development to resolving a complex HR issue 112
8.1 GDP and population of the world s leading commercial powers, 1988 157
8.2 Structure of UK grocery retailing, 1989 159
8.3 Porter s structural framework 161
8.4 The cycle of retail concentration 163
8.5 Paralleling 164
9.1 Number of building societies in UK, 1900 1992 177
10.1 From bureaucracy to adhocracy 196
11.1 Service quality loop 208
11.2 QM in firms and projects 209
9
LIST OF TABLES
2.1 Systems technology — changing the nature of the offering 49
2.2 Indicative Triad coverage — international retailers 51
2.3 Indicative Triad coverage — speciality retailers 52
2.4 The core concept — changing the approach to the customer 56
2.5 Scope economies available to service industries in global product
and market diversification 58
3.1 1990 1993 research project on the globalisation of the service
sector — sample of the companies studied 65
3.2 European activities of four national leaders in the insurance sector 70
33 Services provided locally or transnationally by local or
multinational providers 71
3 4 Providing value added services internationally probably means the
following 74
3.5 Priorities for the focus of the local service 74
3.6 Critical aspects of internationalising a service organisation 79
4.1 Distribution of respondents 84
4.2 Primary customers 85
4.3 Customer profile 85
4.4 Mix of service products 85
4.5 Importance of service dimensions as winning dimensions 87
4.6 Where the value is added in service delivery 88
4.7 Actions for managing capacity 88
4.8 Actions to manage queues 89
4.9 Factors which influence ability to balance demand and capacity
short term 89
4.10 Quality factors which suffer when capacity runs out 90
4.11 Measurement of quality degradation 90
4.12 Early warning signals that there is not enough capacity 91
4.13 Resources or people having the greatest effect on customer
satisfaction in the event of failure 92
10.
List of Tables
4.14 The most effective strategy for dealing with a crisis of the
organisation s making 92
4.15 Actions taken to recover from mistakes 93
4.16 The effectiveness of approaches to service quality management 94
4.17 Methods of service quality management 95
4.18 Frequency of quality information 95
4.19 People receiving quality measurement information 95
4.20 Rewards for quality success 96
5.1 Stereotypical differences between market oriented and product
oriented HR managers with respect to training programmes 105
5.2 The four elements of the marketing mix 111
8.1 European representation of major EC grocery retailers 158
8.2 Turnover of the major European grocery retailers, 1987/88 160
8.3 Comparison of the turnover of European grocery buying groups
with the European Retail Association 163
8.4 UK food sales by sector, 1980 1988 (unit % value analysis) 165
8.5 Net profit as a % of sales of selected European grocery retailers 166
8.6 European Community food market by country, 1985 169
9.1 Rate of decline in number of building societies, 1990 1992 176
9.2 Growth of concentration in the building society industry based on
share of total assets 178
93 Summary of UK financial deregulation measures, 1979 1991 179
9.4 Key areas of business activity 181
95 UK branch network — building societies and banks 184
9.6 Building society management styles, old and new 186
10.1 Changing structure and role of personnel departments 200
10.2 Changing status of the IT function in the building society sector 202
10.3 Growth of the business services sector in the 1980s 203
12.1 Examples of allocation of terms/images to metaphor categories 219
12.2 Metaphors of organising 219
12.3 Frequencies of metaphors in use 220
12.4 Directions in the journey metaphor: examples 223
12.5 Means and vehicles in the journey metaphor: examples 224
11
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| spelling | The future of services management ed. by Colin Armistead. Cranfield University, School of Management 1. publ. London Kogan Page 1994 245 S. graph. Darst. txt rdacontent n rdamedia nc rdacarrier The Cranfield management research series Literaturangaben Dienstensector gtt Klantgerichtheid gtt Management gtt Services - Gestion ram Service industries Management Management (DE-588)4037278-9 gnd rswk-swf Dienstleistungsbetrieb (DE-588)4012181-1 gnd rswk-swf Dienstleistungsbetrieb (DE-588)4012181-1 s Management (DE-588)4037278-9 s DE-604 Armistead, Colin Sonstige oth HBZ Datenaustausch application/pdf http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=006761376&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA Inhaltsverzeichnis |
| spellingShingle | The future of services management Dienstensector gtt Klantgerichtheid gtt Management gtt Services - Gestion ram Service industries Management Management (DE-588)4037278-9 gnd Dienstleistungsbetrieb (DE-588)4012181-1 gnd |
| subject_GND | (DE-588)4037278-9 (DE-588)4012181-1 |
| title | The future of services management |
| title_auth | The future of services management |
| title_exact_search | The future of services management |
| title_full | The future of services management ed. by Colin Armistead. Cranfield University, School of Management |
| title_fullStr | The future of services management ed. by Colin Armistead. Cranfield University, School of Management |
| title_full_unstemmed | The future of services management ed. by Colin Armistead. Cranfield University, School of Management |
| title_short | The future of services management |
| title_sort | the future of services management |
| topic | Dienstensector gtt Klantgerichtheid gtt Management gtt Services - Gestion ram Service industries Management Management (DE-588)4037278-9 gnd Dienstleistungsbetrieb (DE-588)4012181-1 gnd |
| topic_facet | Dienstensector Klantgerichtheid Management Services - Gestion Service industries Management Dienstleistungsbetrieb |
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