Understanding Services Management: Integrating Marketing, Organisational Behaviour, Operations And Human Resource Management

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The increasing importance of services as the driving force in job creation and economic prosperity has made it the fasted-growing discipline in business studies. This book provides a rigorous study with an integrated and forward-looking approach to services management. A galaxy of world's experts on services management have contributed in this book which reflects the essential interdisciplinary approach to the study of the subject. The text presents how the complexities in the managementof service-dominated enterprises can be met by using such interdisciplinary approaches involving marketing, organisational behaviour, operations and human resource management. Examples are taken from service industries around the world to illustrate key concepts and principles. Table of Contents About the Contributors Preface Acknowledgements 1. Services Management Literature Overview: A Rationale for Interdisciplinary Study 2. Avoiding Services Marketing Myopia 3. Customer Care in Services 4. The Concept of Exchange: Interactive Approaches in Services Marketing 5. Service Mapping: Back to Basics 6. Measuring and Monitoring Service Quality 7. The Cost of Service Quality: Extending the Boundaries of Accounting Systems to Enhance Customer Value 8. Managing Services: The Human Factor 9. Relationship Marketing: Its Role in the Service Economy 10. Organising for Service: Empowerment or Production Line? 11. Managing and Marketing to Internal Customers 12. Marketing Services to External Markets 13. Service Quality at the Manufacturing-Marketing Interface: From Kaizen to Service-Driven Logistics 14. Services Management in the Business-to-Business Sector: From Networks to Relationship Marketing 15. The Service Firm in International Marketing 16. Strategic Services Management: Examining and Understanding It Index