Understanding services management : integrating marketing, organisational behaviour, operations, and human resource management
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Bibliographic Information
Understanding services management : integrating marketing, organisational behaviour, operations, and human resource management
John Wiley, c1995
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Note
Includes bibliographical references and index
Description and Table of Contents
Description
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.
Table of Contents
- 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.
by "Nielsen BookData"