服务运作管理:整合的视角

《服务运作管理:整合的视角》是2010年中来自国财政经济出版社出版的图书，作者是巴特·范·路易(Bart Van Looy)、保罗·格默尔(Paul Gemmel)、罗兰·范·迪耶多克(Roland Van Dierdonck)。

• 书名 服务运作管理:整合的视角
• 别名 Services Management An Integrated Approach
• 出版社 中国财政经济出版社
• 出版时间 2010年2月1日
• 页数 529 页

内容简介

　　《服务运作管理:整合的视角(第2版)(影困率企还克士应好印版)》以全面的视角讲解了服字低联管刑务管理产业，探索了服务在当今经济中的本质及重要性。作者深入研究了服务管理的三个核心部分:顾客、员工和运作，同时以一种整合的视角对服务运作管理的过程进行了深入讲解。《服来自务运作管理:整合的视角(第2版)(影印版)》最后一部分强调了绩效管理和服务战略问题。

　　《服务运作管理:整合的视角(第2版)(影印版)》是根据Ghent大学De Vlerick管理学院服务管理研究中心的学者和实践者的一系列研究报告编写而成，作者在《服务运作管理:整合的视角(第2版)(影印版)》中加入了大量的案例研究和调查研究，使读者能够彻底理解当今服务管理面临的特360百科殊挑战和问题。《服务运作管理:整合的视角(第2版)(影印版)》具有下列特色:

　　真实的案例和简短的案例描述。

　　每章的开头列出了明确的事脚会数学习目标，在章末进行了总结。

　　提供了将概念转化为实践的指导性框架。

　　推荐的阅读文献列表。

　　《服务运作管理:整合的视角(第2版)(影印版)》适合本科生、研究生和MBA学员使用，同时也适合希望全面了解服务运作管理的实践者使用。

图书目录

　　Li越希胞形树够需东到沿st 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 Va血刘才看做每喜获广贵n Looy, Roland

　　Van Dierdonck

　　Introduction

　　Objectives

　　The growing im超培础叫助则portance of services

　　Services: what makes them special?

　　A closer look at services

　　The role of service classifications

　　Conclusion

　　Review and discussion questions

　　Not模茶es and references

　　Suggested further reading

　　2 Def斗升ining the s史即古ervice concept

　　Paul Gemmel, Bert Van Looy, Gino Van Ossel

　　Introduction

　　O剂权操级bjectives

　　Why d益几省之三石模o we need a service conce族必才始pt?

　　How to define the service concept

　　Implementing the service concept

　　The service concept as a guiding framework: an overv张武带卫买短先组iew of its main ingredients

　　Why not all service concepts are alike

　　Conclusion

　　Review and discussion questions

　　Notes and refe反rences

　　Suggested further reading

　　3 Servitiza分缩吧tion: or why services

　　management is relevant for

　　manuf海各含acturing environments

反联须革不前连　　Steven Desmet, Roland Va灯座导她n 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