Service management: theory and practice
Material type:
TextPublication details: Switzerland Palgrave Macmillan 2020 Description: xvi, 287 pISBN: 9783030520595Subject(s): Service industries--Management | Production managementDDC classification: 658.812 Summary: About this book
This textbook offers a fully integrated approach to the theory and practice of service management, exploring the operational dynamics, management issues and business models deployed by service firms. It builds on recent developments in service science as an interdisciplinary research area with emphasis on integration, adaptability, optimization, sustainability and rapid technological adoption.
The book explores seven fundamental processes that are key to successfully managing service businesses, helping students gain insights into:
how to manage service businesses, with coverage of both small firms and large transnationals
service business models, operations and productivity
managing service employees
how service firms engage in product and process innovation
marketing, customers and service experiences
internationalization of service businesses
the ongoing servitization of manufacturing
This unique textbook is an ideal resource for upper undergraduate and postgraduate students studying service businesses and practitioners.
| Item type | Current library | Collection | Call number | Copy number | Status | Date due | Barcode |
|---|---|---|---|---|---|---|---|
Book
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Indian Institute of Management LRC General Stacks | Marketing | 658.812 BRY (Browse shelf(Opens below)) | 1 | Available | 003496 |
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| 658.812 BAE Hug your haters: | 658.812 BAT Experiential marketing: | 658.812 BHA Pragmarketism: pragmatic marketing insights for winning Indian consumers | 658.812 BRY Service management: | 658.812 BUT Customer relationship management: concepts and technologies | 658.812 DAL Reality check: | 658.812 FRI Customer service nightmares: 100 tales of the worst experiences possible, and how they could have been fixed |
About this book
This textbook offers a fully integrated approach to the theory and practice of service management, exploring the operational dynamics, management issues and business models deployed by service firms. It builds on recent developments in service science as an interdisciplinary research area with emphasis on integration, adaptability, optimization, sustainability and rapid technological adoption.
The book explores seven fundamental processes that are key to successfully managing service businesses, helping students gain insights into:
how to manage service businesses, with coverage of both small firms and large transnationals
service business models, operations and productivity
managing service employees
how service firms engage in product and process innovation
marketing, customers and service experiences
internationalization of service businesses
the ongoing servitization of manufacturing
This unique textbook is an ideal resource for upper undergraduate and postgraduate students studying service businesses and practitioners.
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