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Service Management: An Integrated Approach
by Bart Van Looy

ISBN: 9780273732037
PUBLISHER: Pearson Education Limited
FORMAT: Paperback
PAGES: 544
PUBLICATION DATE: 7.03.2013
DIMENSIONS: 244mmX188mmX27mm 1020grams

DESCRIPTION:
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 third edition of Services Management provides a comprehensive insight into the industry and its' 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 third 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

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