Services management / Paris : Pearson (2013)  

Titre : Services management : an integrated approach Type de document : e-book Auteurs : Paul GEMMEL ; Bart van LLOY ; R. van DIERDONCK Mention d'édition : Third edition. Editeur : Paris : Pearson Année de publication : 2013 Importance : xxxii, 505 p. ISBN/ISSN/EAN : 978-0-273-73218-1 Langues : Anglais (eng) Mots-clés : Management MANAGEMENT ; SERVICE SECTEUR Index. décimale : E-book Résumé : 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. This third edition of Services Management provides a comprehensive insight into the industry and its' importance in today's economies. The book is based on three central strands of services management: customers, employees and operations. 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 Management third 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 Nombre d'accès : 1 En ligne : http://www.vlebooks.com/vleweb/product/openreader?id=Neoma&accId=9169105&isbn=97 [...] Permalink : https://cataloguelibrary.neoma-bs.fr/index.php?lvl=notice_display&id=157204