标题：服务运作管理：整合的视角
图书信息
出版社: 中国财政经济出版社; 第1版 (2010年2月1日)
外文书名: Services Management An Integrated Approach
平装: 529页
正文语种: 英语
开本: 16
ISBN: 9787509514672
条形码: 9787509514672
尺寸: 25.6 x 18.2 x 2.6 cm
重量: 662 g
内容简介
《服务运作管理:整合的视角(第2版)(影印版)》以全面的视角讲解了服务管理产业，探索了服务在当今经济中的本质及重要性。作者深入研究了服务管理的三个核心部分：顾客、员工和运作，同时以一种整合的视角对服务运作管理的过程进行了深入讲解。《服务运作管理:整合的视角(第2版)(影印版)》最后一部分强调了绩效管理和服务战略问题。
《服务运作管理:整合的视角(第2版)(影印版)》是根据Ghent大学De Vlerick管理学院服务管理研究中心的学者和实践者的一系列研究报告编写而成，作者在《服务运作管理:整合的视角(第2版)(影印版)》中加入了大量的案例研究和调查研究，使读者能够彻底理解当今服务管理面临的特殊挑战和问题。《服务运作管理:整合的视角(第2版)(影印版)》具有下列特色：
真实的案例和简短的案例描述。
每章的开头列出了明确的学习目标，在章末进行了总结。
提供了将概念转化为实践的指导性框架。
推荐的阅读文献列表。
《服务运作管理:整合的视角(第2版)(影印版)》适合本科生、研究生和MBA学员使用，同时也适合希望全面了解服务运作管理的实践者使用。
目录
List of figures
List of tables
List of exhibits
About the authors
Preface
Acknowledgements
Part One
THE NATURE OF SERVICES
1 The nature of services
Steven Desmet, Bert Van Looy, Roland
Van Dierdonck
Introduction
Objectives
The growing importance of services
Services: what makes them special？
A closer look at services
The role of service classifications
Conclusion
Review and discussion questions
Notes and references
Suggested further reading
2 Defining the service concept
Paul Gemmel, Bert Van Looy, Gino Van Ossel
Introduction
Objectives
Why do we need a service concept？
How to define the service concept
Implementing the service concept
The service concept as a guiding framework: an overview of its main ingredients
Why not all service concepts are alike
Conclusion
Review and discussion questions
Notes and references
Suggested further reading
3 Servitization: or why services
management is relevant for
manufacturing environments
Steven Desmet, Roland Van Dierdonck,
Bert Van Looy
Introduction
Objectives
From goods to services
Why servitization？
Making the transition
Conclusion
Review and discussion questions
Notes and references
Suggested further reading
Part Two
CUSTOMER LOGIC
4 Relationship marketing
Kristof De Wulf
Introduction
Objectives
Relationship marketing: new words to an old tune？
Linking customer satisfaction, customer loyalty and profitability
Lifetime value: the link with profitability
How to increase customer satisfaction and customer loyalty
Setting objectives in service marketing
Conclusion
Review and discussion questions
Notes and references
Suggested further reading
5 Promoting services
Patrick De Peismacker, Joeri Van Den Bergh
Introduction
Objectives
What is so different about promoting services？
The basic building blocks of promotior
Designing a marketing communicatior  strategy for services
Drawing up a promotion plan
Conclusion
Review and discussion questions
Notes and references
Suggested further reading
6 Pricing services
Marion Debruyne, Stefan Stremersch
Introduction
Objectives
Developing a framework for pricing decisions
Pricing objectives
Pricing strategies
Pricing structure
Pricing levels and tactics
Conclusion
Review and discussion questions
Notes and references
Suggested further reading
7 Customer satisfaction and complaint management
Gino Van Ossel, Stefan Stremersch,Paul Gernmel
Introduction
Objectives
Service quality and customer
satisfaction
A service satisfaction framework
Measuring customer satisfaction
Complaint management
Conclusion
Review and discussion questions
Notes and references
Suggested further reading
8 Service guarantees and service-level agreements
Gino Van Ossel, Paul Gemmel
Introduction
Objectives
Service guarantees
Service-level agreements
Internal service guarantees and service-level agreements
Conclusion
Review and discussion questions
Notes and references
Suggested further reading
Part Three
HUMAN RESOURCES IN SERVICE
ORGANIZATIONS
9 The role of human resource practice in service organizations
Bart Van /ooy, Koen Dewettinck, Dirk Buyens,Tine Vandenbossche
Introduction
Objectives
The nature of services
Human resource management for services
Conclusion
Review and discussion questions
Notes and references
Suggested further reading
10 Competencies and service  organizations
Walter Stevens, Dries Foetus, Bart Van Looy,
Tine Vandenbossche, Dirk Buyens
Introduction
Objectives
Designing competency-based HR practices
Competencies for service organizations
Conclusion
Review and discussion questions
Notes and references
Suggested further reading
11 Collaboration: integrating work and learning
Bart Van Looy
Introduction
Objectives
The benefits of collaboration in the workplace
The broader relevance of collaboration to services
The role of collaboration in learning
Collaboration as the central theme
Establishing collaborative relationships
Conclusion
Review and discussion questions
Notes and references
Suggested further reading
12 The role of empowerment in service organizations
Bart Van Looy, Krist'l Krols, Dirk Buyens,
Tine Vandenbossche
Introduction
Objectives
The relevance of empowerment for service environments
Empowerment: the employee and the supervisor
Empowerment: the organization
Conclusion
Review and discussion questions
Notes and references
Suggested further reading
13 Role stress among front-line employees
Koen Dewettinck, Dirk Buyens
Introduction
Objectives
Relevance of role stress for the service encounter
Role stress defined
Handling role stress for front-line employees
Conclusion
Review and discussion questions
Notes and references
Suggeted futher reading
Part Four
OPERATIONS MANAGEMENT It SERVICE ORGANIZATIONS
14 Service process design and management
Paul Gemmel
Introduction
Objectives
Process choice
Process design
Process monitoring
Process evaluation
Process re-engineering
Conclusion
Review and discussion questions
Notes and references
Suggested further reading
15 Capacity management
Roland Van Dierdonck
Introduction
Objectives
Capacity and capacity management
Capacity planning
Scheduling capacity
Managing the demand side
The psychology and managerial consequences of waiting
Conclusion
Review and discussion questions
Technical note
Notes and references
Suggested further reading
16 Facilities management
Roland Van Dierdonck, Paul Gemmel,Steven Desmet
Introduction
Objectives
The nature of facilities management in services
Back office versus front office
Location
Designing the servicescape
Conclusion
Review and discussion questions
Notes and references
Suggested further reading
17 IT developments and their impact   on services
Tim Duharnel, Bart Van Looy, Wilfried Grommen,
Wirn Grielens, Niels Schillewaert,
Pedro Matthnssens
Introduction
Objectives
The network era - Where do we stand？
The impact of IT developments on service encounters
Action strategies for the new media
Conclusion
Review and discussion questions
Notes and references
Suggested further reading
Part Five
AN INTEGRATED APPROACH
18 Performance measurement systems  in service firms
Paul Gemmel, Kurt Verweire, Gino Van Ossel,Werner Bruggeman, Roland Van Dierdonck,Bart Van Looy
Introduction
Objectives
Designing performance measurement systems for services
Implementing an integrated performance measurement system
Conclusion
Review and discussion questions
Technical note
Notes and references
Suggested further reading
19 Managing innovation in a service environment
Koenraad Debackere, Bart Van Looy
Introduction
Objectives
Innovations as spiral processes: the value-constellation approach
Innovation portfolio management
Organizing the innovation portfolio: the make-or-buy decision
The operational management of innovation
Conclusion
Review and discussion questions
Notes and references
Suggested further reading
20 Managing services across national  boundaries
Roland Van Dierdonck
Introduction
Objectives
Why internationalize？
Drivers towards internationalization
Culture and cultural differences
Internationalization strategies
Conclusion
Review and discussion questions
Notes and references
Suggested further reading
21 Defining a service strategy
Airne Heene, Bart Van Looy,Roland Van Dierdonck
Introduction
Objectives
The nature of strategic management
The challenges of strategic management for services
Conclusion
Review and discussion questions
Notes and references
Suggested further reading
TECHNICAL NOTES
1 How to collect customer satisfaction data Gino Van Ossel
2 Analysing queuing systems in service environments
Paul Gemmel
3 Simulation as a tool in designing services
Paul Gemmel
4 Data envelopment analysis Paul Gemmel
5 Insights stemming from emerging
resource and competence-based strategic management theories
Aime Heene
APPENDICES
1 Importance of informational elements in ads - comparing goods and services
2 The state probability （P（n））
Index