Understanding services management : integrating marketing, organisational behaviour, operations, and human resource management

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書誌事項

Understanding services management : integrating marketing, organisational behaviour, operations, and human resource management

edited by William J. Glynn and James G. Barnes

John Wiley, c1995

大学図書館所蔵 件 / 全8件

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注記

Includes bibliographical references and index

内容説明・目次

内容説明

The diverse and complex challenges presented in the management of service-dominated enterprises are increasingly being met by interdisciplinary approaches involving marketing, organizational behaviour, operations and human resource management. This study provides students, researchers and businesses with a state-of-the-art services management book, presenting the most recent advances in service management thought and practice.

目次

  • Services Management Literature Overview: A Rationale for Interdisciplinary Study, Raymond Fisk et al
  • Service Quality at the Manufacturing-Marketing Interface: From Kaizen to Service-Driven Logistics, Brian Fynes et al
  • Measuring and Monitoring Service Quality, A. Parasuraman
  • Service Blueprinting and Service Mapping, Jane Kingman-Brundage
  • Customer Care in Services, Barbara R. Lewis
  • Organizing for Service: Empowerment or Production Line?, David E. Bowen and Edward E. Lawler
  • Managing Services: The Human Factor, Christopher H. Lovelock
  • Relationship Marketing: Its Role in the Market Economy, Evert Gummesson
  • Services Marketing and the Concept of Exchange: An Integrative Approach, William J. Glynn and Uolevi Lehtinen
  • The Cost of Service Quality: Extending the Boundaries of Accounting Systems to Enhance Customer Value, James G. Barnes and Judith A. Cumby
  • Managing and Marketing to Internal Customers, Audrey Gilmore and David Carson
  • Marketing Services to External Customers, Adrian Payne and Moira Clark
  • Avoiding Services Marketing Myopia: A Contingency Approach, Lauren Wright
  • Services Management in the Business-to-Business Sector: From Networks to Relationship Marketing, Sean de Burca
  • The Service Firm in International Marketing, Frank Bradley
  • Strategic Services Management: Examining It and Understanding It, James L. Heskett.

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