Service Management

Over 75% of graduates currently find work in the service industries, but there are very few books that deal specifically with the subject of service management. Thisthird edition of Services Managementprovides a comprehensive insight into the industry andits' importance in today's economies. The book is based on three central strands of services management: customers, employees andoperations. The final part of the book addresses the issue of performance management and service strategy. Based on a series of research workshops with academics and practitioners at the Service Management Centre, De Vlerick School of Management, University of Ghent, the authors have produced in-depth case studies and survey research to help students to develop a thorough understanding of the specific challenges and issues of service management today. Services Managementthird edition is ideal for Service Management students within a Business or Tourism degree, but also of great interest to operations, management, marketing and general business students