Previous ed.: London: Pitman, 1998.

Includes bibliographical references and index.

After looking at the specific nature of services and the peculiarities of managing services, the three sides of service management are discussed extensively in this book. Concepts and frameworks are followed by case studies and examples. Over 75% of graduates currently find work in the service industries, but there are very few books that deal specifically with the subject of service management. This second edition provides a comprehensive insight into the service management industry and it's importance in today's economies. The book is based on three central strands of services management: customers, employees and operations. The final part of the book addresses the issue of performance management and service strategy.Based on a series of research workshops with academics and practitioners at the Service Management Centre, De Vlerick School of Management, University of Ghent, the authors have produced in-depth case studies and survey research to help students to develop a thorough understanding of the specific challenges and issues of service management today.Services Management second edition is ideal for Service Management students within a Business or Tourism degree, but also of great interest to operations, management, marketing and general business students.

Also available in printed form ISBN 9780273673538

Electronic reproduction. Askews and Holts. Mode of access: World Wide Web.