Service management effectiveness : balancing strategy, organization and human resources, operations, and marketing

Bibliographic Information

Service management effectiveness : balancing strategy, organization and human resources, operations, and marketing

David E. Bowen, Richard B. Chase, Thomas G. Cummings, and associates

(The Jossey-Bass management series)

Jossey-Bass, 1990

1st ed

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Note

Includes bibliographical references and indexes

Description and Table of Contents

Description

Provides a comprehensive model for managing the service business, from strategy development through productivity measurement. Shows managers how to respond to the unique demands the service orientation places on each of the four main management functions: strategy, organization and human resources planning, operations management, and marketing. Defines the role of each functional area in contributing to service quality and making sure service quality is apparent to customers. Shows how to achieve the level of coordination between functions that is necessary in an organization where employees from many departments have direct contact with customers. Case examples include IBM, Federal Express, Humana, McDonalds, and American Airlines.

by "Nielsen BookData"

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Details
  • NCID
    BA11504688
  • ISBN
    • 1555422225
  • LCCN
    90004047
  • Country Code
    us
  • Title Language Code
    eng
  • Text Language Code
    eng
  • Place of Publication
    San Francisco
  • Pages/Volumes
    xxviii, 414 p.
  • Size
    24 cm
  • Classification
  • Subject Headings
  • Parent Bibliography ID
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