Managing services : marketing, operations, and human resources
著者
書誌事項
Managing services : marketing, operations, and human resources
Prentice Hall, c1992
2nd ed
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注記
Includes bibliographical references and index
内容説明・目次
内容説明
A blend of conceptual articles and strategic insights, this book provides an integration of marketing, operations and human resources management functions in service businesses. An instructor's manual is also available.
目次
- The challenge of services
- understanding services - breaking free from industry tunnel vision
- designing and delivering services
- managing capacity and managing demand
- the search for service quality
- customer service
- the human dimension in services management
- strategy and integration.
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