| Title : | Understanding services management : integrating marketing, organisational behaviour, operations and human resource management | | Material Type: | printed text | | Authors: | William J. Glynn, Editor ; James G. Barnes, Editor | | Publisher: | Dublin : Oak Tree Press | | Publication Date: | 1995 | | Other publisher: | Dublin : Graduate School of Business University College Dublin | | Series: | Irish studies in management (Oak Tree Press | | Pagination: | xxvi, 485 p. | | Layout: | ill (b & w) | | Size: | 25 cm | | ISBN (or other code): | 978-1-872853-56-7 | | Class number: | 658 | | Abstract: | The increasing importance of services as the driving force in job creation and economic prosperity in the industrialised world has made it the fastest-growing discipline in business studies. Today, an understanding of services management is essential for all undergraduate and post-graduate business students, as well as for practising managers.
Understanding Services Management, which includes many of the leading figures in the field from Europe and North America, shows that the diverse and complex challenges presented in the management of services-dominated enterprises are increasingly being met by interdisciplinary approaches involving marketing, organisational behaviour, operations and human resource management.
With service industry examples from around the world to illustrate key concepts and principles, this volume provides an integrated and forward-looking approach to the study of services management that will be invaluable for both students and practitioners. | | Contents note: | About the Contributors; Preface; William J. Glynn and James G. Barnes; 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 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. |
Understanding services management : integrating marketing, organisational behaviour, operations and human resource management [printed text] / William J. Glynn, Editor ; James G. Barnes, Editor . - Dublin : Oak Tree Press : Dublin : Graduate School of Business University College Dublin, 1995 . - xxvi, 485 p. : ill (b & w) ; 25 cm. - ( Irish studies in management (Oak Tree Press) . ISBN : 978-1-872853-56-7 | Class number: | 658 | | Abstract: | The increasing importance of services as the driving force in job creation and economic prosperity in the industrialised world has made it the fastest-growing discipline in business studies. Today, an understanding of services management is essential for all undergraduate and post-graduate business students, as well as for practising managers.
Understanding Services Management, which includes many of the leading figures in the field from Europe and North America, shows that the diverse and complex challenges presented in the management of services-dominated enterprises are increasingly being met by interdisciplinary approaches involving marketing, organisational behaviour, operations and human resource management.
With service industry examples from around the world to illustrate key concepts and principles, this volume provides an integrated and forward-looking approach to the study of services management that will be invaluable for both students and practitioners. | | Contents note: | About the Contributors; Preface; William J. Glynn and James G. Barnes; 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 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. |
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