Service management: an integrated approach
Saved in:
| Format: | Book |
|---|---|
| Language: | English |
| Published: |
Harlow [u.a.]
Pearson
2013
|
| Edition: | 3. ed. |
| Subjects: | |
| Online Access: | Inhaltsverzeichnis |
| Physical Description: | XXXII, 505 S. Ill., graph. Darst. |
| ISBN: | 9780273732037 |
Staff View
MARC
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Record in the Search Index
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| adam_text | Titel: Service management
Autor: Gemmel, Paul
Jahr: 2013
Contents
List of figures xiii
List of tables xvi
List of exhibits xviii
About the authors xx
Preface xxiv
Acknowledgements xxvii
Publisher s acknowledgements xxviii
Part One Defining services
Bart Van Looy, Paul Gemmel
1 The nature of services 3
Steven Desmet, Bart Van Looy, Paul Gemmel, Roland Van Dierdonck
Objectives 3
Introduction 3
The growing importance of services 4
Services: what makes them special? 9
A closer look at services 10
The role of service classifications 15
Conclusion 20
Review and discussion questions 20
Suggested further reading 21
Notes and references 21
2 The nature of service management 23
Paul Gemmel, Bart Van Looy
Objectives 23
Introduction 23
The nature of service management 24
The nature of the interaction 25
The nature of the interaction and service management 27
The interaction between employees and customers in the service chain 30
Conclusion 34
Review and discussion questions 35
Suggested further reading 35
Notes and references 36
3 The service concept 37
Paul Gemmel, Bart Van Looy
Objectives 37
Introduction 37
Why do we need a service concept? 39
How to define the service concept 42
Implementing the service concept 43
Conclusion 50
Review and discussion questions 50
Suggested further reading 51
Notes and references 51
Part 2 Designing services
Paul Gemmel, Bart Van Looy
4 Service process design 55
Paul Gemmel
Objectives 55
Introduction 55
Defining the service process 57
Designing the service process 62
Conclusion 70
Review and discussion questions 72
Suggested further reading 72
Notes and references 72
5 Designing human resources practices that matter
for service organizations 75
Bart Van Looy, Koen Dewettinck, Dirk Buyens, Walter Stevens, Dries Faerns
Objectives 75
Introduction 75
The nature of services 77
Human resource management for services 78
Competencies for service organizations 89
Role stress among front-line employees 92
Relevance of role stress for the service encounter 93
Role stress defined 93
Handling role stress for front-line employees 96
Conclusion 100
Review and discussion questions 101
Suggested further reading 102
Notes and references 102
6 (Information) technology and services 105
Bart Van Looy, Wilfried Grommen, Wim Grielens, Niels Schillewaert,
Pedro Matthynssens
Objectives 105
Introduction 105
The network era - Where do we stand? 106
The impact of IT developments on service encounters 111
Action strategies for the new media 125
Conclusion 130
Review and discussion questions 131
Suggested further reading 131
Notes and references 132
7 The role of facilities management in designing the
service experience 135
Paul Gemmel, Roland Van Dierdonck, Steven Desmet
Objectives 135
Introduction 135
The nature of facilities management in services 137
Back office versus front office 138
Location 141
Designing the servicescape 147
From facilities management to service experience design 153
Conclusion 154
Review and discussion questions 155
Suggested further reading 155
Notes and references 155
8 Service branding and promotion 158
Paul Gemmel, Patrick De Pelsmacker, Joeri Van Den Bergh
Objectives 158
Introduction 158
Service branding 160
Promoting services 162
Conclusion 171
Review and discussion questions 171
Suggested further reading 172
Notes and references 172
9 Pricing services 174
Marion Debruyne
Objectives 174
Introduction 174
Developing a framework for pricing decisions 175
Pricing objectives 177
Pricing strategies 179
Pricing structure 191
Pricing levels and tactics 195
Conclusion 196
Review and discussion questions 197
Suggested further reading 197
Notes and references 198
Part 3 Delivering services
10 Capacity management 202
Roland Van Dierdonck, Paul Gemmel
Objectives 202
Introduction 202
Capacity and capacity management 206
Planning capacity 210
Scheduling capacity 216
Managing the demand side 226
The psychology and managerial consequences of waiting 233
Conclusion 241
Review and discussion questions 243
Technical note 243
Suggested further reading 244
Notes and references 244
11 People practices that enable delivery 246
Bart Van Looy, Krist l Krols, Dirk Buyens, Tine Vandenbossche, Walter Stevens, Dries Faerns
Objectives 246
Introduction 246
The role of empowerment in service organizations 248
Competency development 259
Collaboration: integrating work and learning 264
Conclusion 275
Review and discussion questions 276
Suggested further reading 276
Notes and references 277
12 Customer attitudes and behaviours towards service firms 280
Bart Lariviere, Paul Gemmel, Kristof De Wulf, Katrien Verlaye
Objectives 280
Introduction 280
Customer loyalty and customer engagement 281
Customer loyalty and engagement and the firm s profitability 286
Managing customer loyalty and customer engagement behaviours 290
Conclusion 299
Review and discussion questions 300
Suggested further reading 300
Notes and references 301
13 Performance measurement systems in service firms 303
Paul Gemmel, Kurt Verweire, Gino Van Ossel, Werner Bruggeman, Roland Van Dierdonck,
Bart Van Looy
Objectives 303
Introduction 303
Designing performance measurement systems for services 306
Implementing an integrated performance measurement system 326
Conclusion 334
Review and discussion questions 334
Technical note 335
Suggested further reading 335
Notes and references 335
14 Service guarantees and service-level agreements 338
Paul Gemmel, Gino Van Ossel
Objectives 338
Introduction 338
Service guarantees 340
Service-level agreements 347
Internal service guarantees and service-level agreements 352
Conclusion 354
Review and discussion questions 356
Suggested further reading 356
Notes and references 357
Part 4 Developing services
15 Managing innovation in a service environment 361
Koenraad Debackere, Annelies Geerts, Bart Van Looy
Objectives 361
Introduction 361
Innovations as spiral processes: the value-constellation approach 363
Innovation portfolio management 366
Organizing the innovation portfolio: the make-and-buy decision 371
From closed to open innovation 374
The operational management of innovation 376
Managing service innovation 381
Conclusion 384
Review and discussion questions 384
Suggested further reading 385
Notes and references 385
16 Developing sustainable strategies 387
Aime Heene, Bart Van Looy, Roland Van Dierdonck
Objectives 387
Introduction 387
The nature of strategic management 390
The challenges of strategic management for services 397
Conclusion 408
Review and discussion questions 409
Suggested further reading 409
Notes and references 410
17 Managing services across national boundaries 411
Roland Van Dierdonck, Bart Van Looy
Objectives 411
Introduction 411
Why internationalize? 414
Culture and cultural differences 416
Internationalization strategies 423
Conclusion 427
Review and discussion questions 428
Suggested further reading 428
Notes and references 428
18 Servitization: or why services management is relevant for
manufacturing environments 430
Steven Desmef, Roland Van Dierdonck, Bart Van Looy, Paul Gemmel
Objectives 430
Introduction 430
From goods to services 431
Why servitization? 432
Making the transition 434
Conclusion 440
Review and discussion questions 440
Suggested further reading 440
Notes and references 441
TECHNICAL NOTES 443
1 Analysing queuing systems in service environments 445
Paul Gemmel
2 Simulation as a tool in designing services 452
Paul Gemmel
3 How to manage complaints 464
Gino Van Ossel, Stefan Stremersch, Paul Gemmel
4 Measuring customer satisfaction 477
Gino Van Ossel, Paul Gemmel
5 Data envelopment analysis 487
Paul Gemmel
APPENDIX 490
1 The state probability (P(n)) 490
Index 492
|
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| spelling | Service management an integrated approach ed. by Paul Gemmel, Bart Van Looy, Roland Van Dierdonck 3. ed. Harlow [u.a.] Pearson 2013 XXXII, 505 S. Ill., graph. Darst. txt rdacontent n rdamedia nc rdacarrier Management (DE-588)4037278-9 gnd rswk-swf Dienstleistungsbetrieb (DE-588)4012181-1 gnd rswk-swf (DE-588)4123623-3 Lehrbuch gnd-content Dienstleistungsbetrieb (DE-588)4012181-1 s Management (DE-588)4037278-9 s DE-604 Gemmel, Paul Sonstige oth Van Looy, Baart Sonstige (DE-588)17188843X oth Van Dierdonck, Roland Sonstige (DE-588)170576159 oth HBZ Datenaustausch application/pdf http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=025884312&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA Inhaltsverzeichnis |
| spellingShingle | Service management an integrated approach Management (DE-588)4037278-9 gnd Dienstleistungsbetrieb (DE-588)4012181-1 gnd |
| subject_GND | (DE-588)4037278-9 (DE-588)4012181-1 (DE-588)4123623-3 |
| title | Service management an integrated approach |
| title_auth | Service management an integrated approach |
| title_exact_search | Service management an integrated approach |
| title_full | Service management an integrated approach ed. by Paul Gemmel, Bart Van Looy, Roland Van Dierdonck |
| title_fullStr | Service management an integrated approach ed. by Paul Gemmel, Bart Van Looy, Roland Van Dierdonck |
| title_full_unstemmed | Service management an integrated approach ed. by Paul Gemmel, Bart Van Looy, Roland Van Dierdonck |
| title_short | Service management |
| title_sort | service management an integrated approach |
| title_sub | an integrated approach |
| topic | Management (DE-588)4037278-9 gnd Dienstleistungsbetrieb (DE-588)4012181-1 gnd |
| topic_facet | Management Dienstleistungsbetrieb Lehrbuch |
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