最 低 价：￥44.90
定 价：￥65.00
作 者：(英国)巴特·范·路易(Bart Van Looy)(英国)保罗·格默尔(Paul Gemmel)(英国)罗兰·范·迪耶多克(Roland Van Dierdonck) 著
出 版 社：中国财政经济出版社
出版时间：2010 年2月
I S B N：9787509514672
《服务运作管理:整合的视角(第2版)(影印版)》根据Ghent大学De Vlerick管理学院服务管理研究中心的一系列研究报告编写而成。该中心的研究采取了一种涵盖多学科的方法，研究人员包括具有工程技术、营销或组织行为学背景的人，既有学者，也有实践者。在过去的几年中，研究中心对顾客满意度、信息技术、授权、服务利润链、创新、绩效管理、能力管理和等候队列等大量主题进行了研究。《服务运作管理:整合的视角(第2版)(影印版)》引用的大量案例和调查研究即是这些研究成果的一部分。 |
list of figures list of tables list of exhibits about the authors preface acknowledgements part one the nature of services 1 the nature of services steven desmet, bert van looy, roland van dierdonck introduction objectives the growing importance of services services: what makes them special？ a closer look at services the role of service classifications conclusion review and discussion questions .notes and references suggested further reading 2 defining the service concept paul gemmel, bert van looy, gino van ossel introduction objectives why do we need a service concept？ how to define the service concept implementing the service concept the service concept as a guiding framework: an overview of its main ingredients why not all service concepts are alike conclusion review and discussion questions notes and references suggested further reading 3 servitization: or why services management is relevant for manufacturing environments steven desmet, roland van dierdonck, bert van looy introduction objectives from goods to services why servitization？ making the transition conclusion review and discussion questions notes and references suggested further reading part two customer logic 4 relationship marketing kristof de wulf introduction objectives relationship marketing: new words to an old tune？ linking customer satisfaction, customer loyalty and profitability lifetime value: the link with profitability how to increase customer satisfaction and customer loyalty setting objectives in service marketing conclusion review and discussion questions notes and references suggested further reading 5 promoting services patrick de peismacker, joeri van den bergh introduction objectives what is so different about promoting services？ the basic building blocks of promotior designing a marketing communicatior strategy for services drawing up a promotion plan conclusion review and discussion questions notes and references suggested further reading 6 pricing services marion debruyne, stefan stremersch introduction objectives developing a framework for pricing decisions pricing objectives pricing strategies pricing structure pricing levels and tactics conclusion review and discussion questions notes and references suggested further reading 7 customer satisfaction and complaint management gino van ossel, stefan stremersch,paul gernmel introduction objectives service quality and customer satisfaction a service satisfaction framework measuring customer satisfaction complaint management conclusion review and discussion questions notes and references suggested further reading 8 service guarantees and service-level agreements gino van ossel, paul gemmel introduction objectives service guarantees service-level agreements internal service guarantees and service-level agreements conclusion review and discussion questions notes and references suggested further reading part three human resources in service organizations 9 the role of human resource practice in service organizations bart van /ooy, koen dewettinck, dirk buyens,tine vandenbossche introduction objectives the nature of services human resource management for services conclusion review and discussion questions notes and references suggested further reading 10 competencies and service organizations walter stevens, dries foetus, bart van looy, tine vandenbossche, dirk buyens introduction objectives designing competency-based hr practices competencies for service organizations conclusion review and discussion questions notes and references suggested further reading 11 collaboration: integrating work and learning bart van looy introduction objectives the benefits of collaboration in the workplace the broader relevance of collaboration to services the role of collaboration in learning collaboration as the central theme establishing collaborative relationships conclusion review and discussion questions notes and references suggested further reading 12 the role of empowerment in service organizations bart van looy, krist'l krols, dirk buyens, tine vandenbossche introduction objectives the relevance of empowerment for service environments empowerment: the employee and the supervisor empowerment: the organization conclusion review and discussion questions notes and references suggested further reading 13 role stress among front-line employees koen dewettinck, dirk buyens introduction objectives relevance of role stress for the service encounter role stress defined handling role stress for front-line employees conclusion review and discussion questions notes and references suggeted futher reading part four operations management it service organizations 14 service process design and management paul gemmel introduction objectives process choice process design process monitoring process evaluation process re-engineering conclusion review and discussion questions notes and references suggested further reading 15 capacity management roland van dierdonck introduction objectives capacity and capacity management capacity planning scheduling capacity managing the demand side the psychology and managerial consequences of waiting conclusion review and discussion questions technical note notes and references suggested further reading 16 facilities management roland van dierdonck, paul gemmel,steven desmet introduction objectives the nature of facilities management in services back office versus front office location designing the servicescape conclusion review and discussion questions notes and references suggested further reading 17 it developments and their impact on services tim duharnel, bart van looy, wilfried grommen, wirn grielens, niels schillewaert, pedro matthnssens introduction objectives the network era - where do we stand？ the impact of it developments on service encounters action strategies for the new media conclusion review and discussion questions notes and references suggested further reading part five an integrated approach 18 performance measurement systems in service firms paul gemmel, kurt verweire, gino van ossel,werner bruggeman, roland van dierdonck,bart van looy introduction objectives designing performance measurement systems for services implementing an integrated performance measurement system conclusion review and discussion questions technical note notes and references suggested further reading 19 managing innovation in a service environment koenraad debackere, bart van looy introduction objectives innovations as spiral processes: the value-constellation approach innovation portfolio management organizing the innovation portfolio: the make-or-buy decision the operational management of innovation conclusion review and discussion questions notes and references suggested further reading 20 managing services across national boundaries roland van dierdonck introduction objectives why internationalize？ drivers towards internationalization culture and cultural differences internationalization strategies conclusion review and discussion questions notes and references suggested further reading 21 defining a service strategy airne heene, bart van looy,roland van dierdonck introduction objectives the nature of strategic management the challenges of strategic management for services conclusion review and discussion questions notes and references suggested further reading technical notes 1 how to collect customer satisfaction data gino van ossel 2 analysing queuing systems in service environments paul gemmel 3 simulation as a tool in designing services paul gemmel 4 data envelopment analysis paul gemmel 5 insights stemming from emerging resource and competence-based strategic management theories aime heene appendices 1 importance of informational elements in ads - comparing goods and services 2 the state probability （p（n）） index |
内容加载中，请稍后...
商品评论（0条）