Services management: an integrated approach
Gespeichert in:
| Format: | Buch |
|---|---|
| Sprache: | English |
| Veröffentlicht: |
Harlow [u.a.]
Financial Times Prentice Hall
2003
|
| Ausgabe: | 2. ed. |
| Schlagworte: | |
| Online-Zugang: | Inhaltsverzeichnis |
| Beschreibung: | XXVI, 529 S. Ill., graph. Darst. |
| ISBN: | 027367353X |
Internformat
MARC
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| 245 | 1 | 0 | |a Services management |b an integrated approach |c ed. by Bart van Looy ... |
| 250 | |a 2. ed. | ||
| 264 | 1 | |a Harlow [u.a.] |b Financial Times Prentice Hall |c 2003 | |
| 300 | |a XXVI, 529 S. |b Ill., graph. Darst. | ||
| 336 | |b txt |2 rdacontent | ||
| 337 | |b n |2 rdamedia | ||
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| 650 | 7 | |a Dienstverlening |2 gtt | |
| 650 | 7 | |a Management |2 gtt | |
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Datensatz im Suchindex
| _version_ | 1804130448690905088 |
|---|---|
| adam_text | List of figures x
List of tables xiii
List of exhibits xv
About the authors xvii
Preface xxi
Acknowledgements xxiii
EatLQne _________ THE NATURE OF SERVICES l
j
1 The nature of services 3
Steven Desmet, Bart Van Looy, Roland
Van Dierdonck
Introduction 3
Objectives 4
The growing importance of services 4
Services: what makes them special? 10
A closer look at services 12
The role of service classifications 17
Conclusion 23
Review and discussion questions 24
Notes and references 24
Suggested further reading 26
2 Defining the service concept 27
Paul Gemmel, Bart Van Looy, Gino Van Ossel
Introduction 27
Objectives 28
Why do we need a service concept? 28
How to define the service concept 29
Implementing the service concept 31
The service concept as a guiding
framework: an overview of its main
ingredients 35
Why not all service concepts are alike 37
Conclusion 38
Review and discussion questions 38
Notes and references 39
Suggested further reading 39
3 Servitization: or why services
management is relevant for
manufacturing environments 40
Steven Desmet, Roland Van Dierdonck,
Bart Van Looy
Introduction 40
Objectives 41
From goods to services 41
Why servitization? 42
Making the transition 44
Conclusion 49
Review and discussion questions 50
Notes and references . 50
Suggested further reading 51
EatLIwj) . CUSTOMER LOGIC 53
4 Relationship marketing 55
Kristof De Wulf
Introduction 55
Objectives 55
Relationship marketing: new words to an
old tune? 56
Linking customer satisfaction, customer
loyalty and profitability 58
Lifetime value: the link with
profitability 62
How to increase customer satisfaction and
customer loyalty 65
Setting objectives in service marketing 68
Conclusion 71
Review and discussion questions 72
V
CONTENTS
Notes and references 72 j
Suggested further reading 73 j
5 Promoting services 74 j
Patrick De Pelsmacker, Joeri Van Den Bergh
Introduction 74 !
Objectives 74
What is so different about promoting
services? 74
The basic building blocks of promotion 76
Designing a marketing communications
strategy for services 83
Drawing up a promotion plan 92
Conclusion 94
Review and discussion questions 95
Notes and references 95
Suggested further reading 96
6 Pricing services 98
Marion Debruyne, Stefan Stremersch
Introduction 98
Objectives 98
Developing a framework for pricing
decisions 99
Pricing objectives 101
Pricing strategies 102
Pricing structure 115
Pricing levels and tactics 118
Conclusion 120
Review and discussion questions 121
Notes and references 121
Suggested further reading 122
7 Customer satisfaction and
complaint management 123
Gino Van Ossel, Stefan Stremersch,
Paul Gemmel
Introduction 123
Objectives 123
Service quality and customer
satisfaction 124
A service satisfaction framework 125
Measuring customer satisfaction 126
Complaint management 138
Conclusion 152
Review and discussion questions 152
Notes and references 153
Suggested further reading 154
8 Service guarantees and
service level agreements 155
Gino Van Ossel, Paul Gemmel
Introduction 155
Objectives 156
Service guarantees 156
Service level agreements 168
Internal service guarantees and service level
agreements 172
Conclusion 177
Review and discussion questions 177
Notes and references 177
Suggested further reading 178
EaLtIhiee_ ____. . HUMAN RESOURCES IN SERVICE
ORGANIZATIONS 179
9 The role of human resource practices
in service organizations 181
Bart Van Looy, Koen Dewettinck, Dirk Buyens,
Tine Vandenbossche
Introduction 181
Objectives 182
The nature of services 182
Human resource management
for services 187
Conclusion 192
Review and discussion questions 192
Notes and references 192
Suggested further reading 193
10 Competencies and service
organizations 194
Walter Stevens, Dries Faems, Bart Van Looy,
Tine Vandenbossche, Dirk Buyens
Introduction 194
Objectives 194
Designing competency based
HR practices 195
Competencies for service
organizations 204
Conclusion 212
Review and discussion questions 212
Notes and references 213
Suggested further reading 213
11 Collaboration: integrating work
and learning 214
Bart Van Looy
Introduction 214
Objectives 215
The benefits of collaboration in the
workplace 215
The broader relevance of collaboration
to services 218
The role of collaboration in learning 219
Collaboration as the central theme 222
Establishing collaborative
relationships 223
Conclusion 227
Review and discussion questions 227
Notes and references 227
Suggested further reading 228 ;
12 The role of empowerment in
service organizations 229
Bart Van Looy, Krist l Krols, Dirk Buyens,
Tine Vandenbossche
Introduction 229
Objectives 230
The relevance of empowerment for service
environments 231
Empowerment: the employee and the
supervisor 232
Empowerment: the organization 237
Conclusion 240
Review and discussion questions 241
Notes and references 241
Suggested further reading 242
13 Role stress among front line
employees 243
Koen Dewettinck, Dirk Buyens
Introduction 243
Objectives 244
Relevance of role stress for the service
encounter 244
Role stress defined 245
Handling role stress for front line
employees 247
Conclusion 252
Review and discussion questions 252
Notes and references 253
Suggested further reading 254
CONTENTS
EarJUEojir . _ OPERATIONS MANAGEMENT IN
SERVICE ORGANIZATIONS 255
14 Service process design and
management 259
Paul Gemmel
Introduction 259
Objectives 260
Process choice 261
Process design 263
Process monitoring 267
Process evaluation 268
Process re engineering 271
Conclusion 274
Review and discussion questions 274
Notes and references 274
Suggested further reading 276
15 Capacity management 277
Roland Van Dierdonck
Introduction 277
Objectives 279
Capacity and capacity management 279
Capacity planning 285
Scheduling capacity 291
Managing the demand side 300
The psychology and managerial
consequences of waiting 307
Conclusion 314
Review and discussion questions 314
Technical note 315
Notes and references 315
Suggested further reading 316
16 Facilities management 317
Roland Van Dierdonck, Paul Gemmel,
Steven Desmet
Introduction 317
Objectives 318
The nature of facilities management
in services 319
Back office versus front office 320
Location 322
Designing the servicescape 332
Conclusion 337
Review and discussion questions 338
vii
CONTENTS
Notes and references 338 j
Suggested further reading 339 !
17 IT developments and their impact
on services 340
Tim Duhamel, Bart Van Looy, Wilfried Grommen, |
Wim Grielens, Niels Schiliewaert,
Pedro Matthynssens
Introduction 340
Objectives 341
The network era Where do we stand? 341
The impact of IT developments on service
encounters 345
Action strategies for the new
media 360
Conclusion 366
Review and discussion questions 366 |
Notes and references 366
Suggested further reading 369
Part Five AN INTEGRATED APPROACH 371
18 Performance measurement systems
in service firms 373
Paul Gemmel, Kurt Verweire, Gino Van Ossel,
Werner Bruggeman, Roland Van Dierdonck,
Bart Van Looy
Introduction 373
Objectives 374
Designing performance measurement
systems for services 374
Implementing an integrated performance
measurement system 388
Conclusion 401
Review and discussion questions 401
Technical note 401
Notes and references 401
Suggested further reading 403
19 Managing innovation in a service
environment 404
Koenraad Debackere, Bart Van Looy
Introduction 404
Objectives 405
Innovations as spiral processes: the
value constellation approach 406
Innovation portfolio management 409
Organizing the innovation portfolio:
the make or buy decision 414
The operational management of
innovation 416
Conclusion 423
Review and discussion questions 424
Notes and references 424
Suggested further reading 426
20 Managing services across national
boundaries 427
Roland Van Dierdonck
Introduction 427
Objectives 431
Why internationalize? 431
Drivers towards internationalization 432
Culture and cultural differences 436
Internationalization strategies 444
Conclusion 450
Review and discussion questions 451
Notes and references 451
Suggested further reading 452
21 Defining a service strategy 453
Aime Heene, Bart Van Looy,
Roland Van Dierdonck
Introduction 453
Objectives 453
The nature of strategic management 453
I The challenges of strategic management
for services 461
Conclusion 472
Review and discussion questions 473
Notes and references 473
Suggested further reading 474
TECHNICAL NOTES
1 How to collect customer
satisfaction data 477
Gino Van Ossel
2 Analysing queuing systems in service
environments 491
Paul Gemmel
3 Simulation as a tool in designing
services 498
! Paul Gemmel
4 Data envelopment analysis 510
Paul Gemmel
5 Insights stemming from emerging
resource and competence based strategic
management theories 513
Aime Heene
CONTENTS
APPENDICES
1 Importance of informational elements
in ads comparing goods and services 516
2 The state probability (P(n)) 517
Index 519
ix
1.1 Contribution of service sector to
employment, 1999 (%) 7
1.2 Maslow s pyramid of needs and its
relationship to disposable income 9
1.3 The different kinds of qualities and
their importance for tangible and
intangible products 13
1.4 Service classifications based on
intangibility and simultaneity 19
1.5 Maister s framework of service
classification 20
2.1 Service concept as guiding framework 35
2.2 The service concept: main ingredients 36
3.1 Goods and services: three stages of
transition 42
3.2 The ABB pyramid 47
3.3 New view of customer service 49
3.4 ABB Service redefined 49
4.1 The service profit chain 58
4.2 The dimensions of customer loyalty 59
4.3 The relationship between customer
satisfaction and customer loyalty 61
4.4 Sources of profitability in relation to
customer retention 62
4.5 Percentage increase in customer value
(profitability) as a result of a 5 per cent
decrease in customer defection 64
4.6 Customer loyalty ladder 65
4.7 Distribution of marketing costs over
customer segments 69
4.8 Setting marketing objectives one
customer at a time 70
4.9 The value spectrum model 71
5.1 A two step flow communications
model 76
5.2 The Lavidge and Steiner model of the
customer adoption process 77
5.3 Advertisement for a Swiss bank in
which the customers needs for
individual service are addressed 79
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5.4 Advertisement with transformational
needs as basis of message 81
5.5 The service delivery process and
the relevance of promotional
channels 83
5.6 Advertisement in which a strong
image takes the place of long
explanations 87
5.7 The relative importance of the
individual elements of the
communications mix (a) for goods
and (b) for services 91
5.8 The stages in drawing up a
communication plan 92
6.1 A price structure 99
6.2 The pricing process 100
6.3 The model of perceived value 105
6.4 Chart showing relative positions of
companies in a competitive market 110
6.5 Matrix representing criteria for
implementation of discount pricing 119
7.1 A service satisfaction framework 126
7.2 Percentage of brand loyal customers in
various sectors 139
7.3 Repeated purchases for dissatisfied
customers 140
7.4 Percentage of service organizations
using different techniques to lower the
threshold to complain 141
7.5 Time taken for companies to react to
complaint 144
7.6 Types of compensation used by service
organizations 146
7.7 Centralized and decentralized
handling and receiving of
complaints 149
8.1 The effect of the introduction of a
service guarantee at PTT Telecom 161
9.1 The cycle of failure 185
9.2 The cycle of success 186
10.1 Quintessence Performance and
Competency Management Model 195
10.2 Most important competencies for
front office personnel in a distribution
company 200
10.3 The three layers of competencies 205
10.4 The relative importance of the three
types of competencies in different
types of services 206
10.5 Kolb s learning cycle 207
11.1 The stages of trust development 224
11.2 Phases in group development 226
12.1 Empowerment as a pyramid 234
12.2 A general model of leadership 235
12.3 An integrated framework of leadership
and empowerment 236
13.1 Ambiguities faced by front line
employees 246
13.2 Minimizing service employees role
stress through formalization or
empowerment, by degree of service
interactivity 251
14.1 The relationship between process
type and transaction volume 261
14.2 Relationship between process type
and transaction volume, according
to Silvestro et al. 262
14.3 The service encounter: a blueprint
for discount brokerage 264
14.4 Partial QFD for an auto service firm 266
14.5 SPC used to monitor the overall
course evaluation over time 269
14.6 Service Transaction Analysis of the
Indiana Jones and the Temple of
Peril Backwards attraction in
Disneyland Paris 270
14.7 Time drivers in the CT scanning
process 272
15.1 The value of EuroDisney stock,
Nov 1989 to Jan 1997 278
15.2 Flowchart showing the inspection
processes at Belmont 280
15.3 The nature of capacity management 283
15.4 Capacity utilization and waiting time 286
15.5 Capacity utilization and waiting
times in a bank 287
15.6 Determining the capacity level 288
15.7 Optimal waiting time in a fast food
restaurant 289
15.8 Hospital resource planning system 294
15.9 The resources planning procedure 295
LIST OF FIGURES
15.10 A product structure tree for
Veal Picante 296
15.11 An integrated framework for manpower
planning, staffing and scheduling 297
15.12 A demand curve 302
i 15.13 An integrated view of managing
the perception of waiting times 312
16.1 (a) Population density of Europe, 1995 323
16.1(b) Average temperature in selected
European countries, 1996 323
16.2 Determining the optimal number
of service facilities 327
16.3 Location model according to Huff 332
16.4 A framework for understanding
environment user relationships in
service organizations 334
17.1 Network computing 342
17.2 Relationship between nature of service
and relevance of the market space 352
17.3 Degree of richness of task interactive
services 354
17.4 The relationship between the nature of
a service, information richness demands
and the relevance of the market space 354
17.5 The commodity magnet and how
to handle it 364
18.1 The balanced scorecard as developed
by Henry Ford Health System 376
18.2 The EFQM Excellence Model 377
18.3 Service concept as a guiding framework 380
18.4 The implementation process of a
performance measurement system 390
18.5 The balanced scorecard at Rank Xerox 395
19.1 The innovation portfolio 410
19.2 Performance determinants of
innovation projects 417
19.3 Project performance in the
innovation matrix 420
20.1 Ratio of exports in commercial
services to merchandise trade,
1985 94 ( ) 429
20.2 The same hand movement interpreted
differently in three different countries 438
20.3 The structure of culture 439
20.4 International views of the past,
present and future 441
20.5 The relationship between cultural
characteristics and stereotypes 442
20.6 A general framework of
internationalization strategies 444
21.1 The field of strategy making 454
xi
LIST OF FIGURES
21.2 Product companies and service
companies moving towards each
other 462
TN2.1 The relationship between method
of payment and payment time in
a supermarket 493
TN2.2 An example of the negative
exponential distribution 495
I TN3.1 Animation of the supermarket 502
j TN3.2 The fitting of a gamma distribution
| to the variable purchasing time
(without a packer) 505
i TN3.3 The fitting of a log normal
! distribution to the variable
purchasing time (with a packer) 506
TN5.1 The firm modelled as an
¦ open system 513
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1.1 Contribution of service sector to
GDP in some developed countries,
1970 99(%) 6
1.2 Contribution of service sector to
GDP in some Eastern European
countries, 1980 99 (%) 6
1.3 Contribution of service sector to
GDP in some developing
countries, 1970 99 (%) 7
1.4 Differences between services
and goods 11
2.1 Buyer expectations of various
do it yourself stores according to
the buying situation 32
4.1 Calculation example of lifetime value 63
4.2 Reasons for breaking a relationship
with a supplier 66
5.1 Addressing needs: making a distinction
between negatively and positively
oriented buying motives 80
5.2 Research results showing how
often certain items of information
appeared in newspaper
advertisements 86
7.1 The results of a Servqual
perception measurement in a
Nuclear medicine clinic 135
8.1 The main differences between
service guarantees and service level
agreements 169
9.1 Sources of employee satisfaction 191
10.1 Characteristics of Competence
Management deployment processes 198
10.2 Customer orientation as a
competency 199
10.3 Definitions of three competencies for
salespeople 201
10.4 Detailed definitions of three
competencies for salespeople 201
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10.5 Different training approaches and
their relevance for developing
different types of competencies 211
12.1 Contingencies of empowerment 232
12.2 The five dimensions of
empowerment as a driving force
behind individual work motivation 233
12.3 Comparison of employees with high
and low levels of empowerment 234
14.1 A comparison of operational
performance measures between
two hospitals 272
15.1 Various categories of waiting
situations: frequencies and average
waiting times 285
15.2 Mean satisfaction rating by
length of time on hold 286
15.3 Distribution of sales throughout the
week at a typical branch of McDonald s 291
15.4 Distribution of sales throughout
the day at a typical branch of
McDonald s 292
15.5 Staffing at McDonald s 292
15.6 The Gates Hotel no show
experience 306
16.1 Summary of results by type
of music 318
16.2 Major design considerations for
back office and front office 321
16.3 Factors influencing the location
decision 325
16.4 Choosing a restaurant site 329
16.5 Probabilities 330
16.6 The current trading areas of
the seven branches 330
18.1 Input of the 24 branches for the
DEA analysis 384
18.2 Data Envelopment Analysis for
24 bank branches 385
xiii
LIST OF TABLES
18.3 An integrated set of performance
measures and their
operationalization for a bank 387
19.1 The make or buy decision spectrum 415
19.2 Portfolio management and the
make and buy decision 416
20.1 Dimensions to characterize
underlying assumptions 440
20.2 Organizational models 446
20.3 Elements of internationalization
strategies 449
21.1 Distinctive characteristics of
tangibles and intangibles 465
TN2.1 Arrival time, interarrival time
and service time of 12 shoppers 492
TN2.2 Different elements of a queuing
system 494
TN3.1 Interarrival distribution 500
TN3.2 Service time distribution 500
TN3.3 A two digit random
number table 501
TN3.4 Monte Carlo simulation of the
bank teller problem 501
TN3.5 Summary statistics for different
variables (in seconds) in the
situation with and without
packers 504
TN3.6 Comparison of the frequency
distribution of the variable
purchasing time respectively in
the situation with packer and
without packer 504
TN3.7 Results in terms of numbers
of customers served by the clerk
in an eight hour day 507
1.1 Methods of classifying services 17
2.1 SMART: addressing parking needs 30
3.1 Colora: selling solutions 43
3.2 The development of ABB Services 47
5.1 Somer errors in communication 82
6.1 Pricing service innovations
throughout the life cycle 108
7.1 Ten components of service quality 133
7.2 Measuring service quality at an
outpatient nuclear medicine clinic 135 !
7.3 Involving the entire company 151
8.1 Service level agreements at Securis 171 ¦
8.2 Filling vacancies 173
9.1 Rising sales at Au Bon Pain 187
11.1 Failing apprentices in the butcher
trade 221
12.1 Empowerment at Taco Bell 236
15.1 The Belmont case 279
15.2 Capacity scheduling at McDonald s 291
15.3 MRP in a New Orleans restaurant 295
15.4 Staffing and scheduling nurses in
an acute care hospital 299
15.5 Yield management in Transpacific
Airlines 304
15.6 The Gates Hotel, San Francisco 306
16.1 Determining the site of EuroDisney 322
16.2 Terminal decline 337
17.1 IT and the stockbroking industry 345
17.2 The development of the bicycle:
a socio technological tale 358
18.1 Benchmarking employee performance
in a bank using DEA 383
18.2 Performance measurement
at G Mart 388
18.3 Internationalization at Vlerick 390
19.1 Dream ticket for truck transport 407
20.1 Wal Mart comes shopping in Europe 427
20.2 Overseas expansion is a graveyard 428
xv
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| edition | 2. ed. |
| format | Book |
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| id | DE-604.BV017725346 |
| illustrated | Illustrated |
| indexdate | 2024-07-09T19:21:12Z |
| institution | BVB |
| isbn | 027367353X |
| language | English |
| oai_aleph_id | oai:aleph.bib-bvb.de:BVB01-010654182 |
| oclc_num | 51871652 |
| open_access_boolean | |
| owner | DE-1050 DE-11 DE-523 |
| owner_facet | DE-1050 DE-11 DE-523 |
| physical | XXVI, 529 S. Ill., graph. Darst. |
| publishDate | 2003 |
| publishDateSearch | 2003 |
| publishDateSort | 2003 |
| publisher | Financial Times Prentice Hall |
| record_format | marc |
| spelling | Services management an integrated approach ed. by Bart van Looy ... 2. ed. Harlow [u.a.] Financial Times Prentice Hall 2003 XXVI, 529 S. Ill., graph. Darst. txt rdacontent n rdamedia nc rdacarrier Dienstensector gtt Dienstverlening gtt Management gtt Service industries Management Dienstleistungsbetrieb (DE-588)4012181-1 gnd rswk-swf Management (DE-588)4037278-9 gnd rswk-swf Dienstleistungsbetrieb (DE-588)4012181-1 s Management (DE-588)4037278-9 s DE-604 Van Looy, Bart Sonstige oth HBZ Datenaustausch application/pdf http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=010654182&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA Inhaltsverzeichnis |
| spellingShingle | Services management an integrated approach Dienstensector gtt Dienstverlening gtt Management gtt Service industries Management Dienstleistungsbetrieb (DE-588)4012181-1 gnd Management (DE-588)4037278-9 gnd |
| subject_GND | (DE-588)4012181-1 (DE-588)4037278-9 |
| title | Services management an integrated approach |
| title_auth | Services management an integrated approach |
| title_exact_search | Services management an integrated approach |
| title_full | Services management an integrated approach ed. by Bart van Looy ... |
| title_fullStr | Services management an integrated approach ed. by Bart van Looy ... |
| title_full_unstemmed | Services management an integrated approach ed. by Bart van Looy ... |
| title_short | Services management |
| title_sort | services management an integrated approach |
| title_sub | an integrated approach |
| topic | Dienstensector gtt Dienstverlening gtt Management gtt Service industries Management Dienstleistungsbetrieb (DE-588)4012181-1 gnd Management (DE-588)4037278-9 gnd |
| topic_facet | Dienstensector Dienstverlening Management Service industries Management Dienstleistungsbetrieb |
| url | http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=010654182&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA |
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