Understanding services management : integrating marketing, organisational behaviour, operations, and human resource management
著者
書誌事項
Understanding services management : integrating marketing, organisational behaviour, operations, and human resource management
John Wiley, c1995
大学図書館所蔵 全8件
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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