Managing Services

ISBN-13: 9780521606516 / Angielski / Miękka / 2005 / 378 str.

Perth) Alan Nankervis (Curtin University of Technology; Perth) Yuki Miyamoto (Curtin University of Technology; Perth) Ruth Taylor (Curtin University of Technology

Opis

Global services have supplanted agriculture, manufacturing and resources, as the primary source of international competitive advantage in many countries, providing wealth, employment, and almost unlimited future opportunities for growth, whether in traditional or more innovative forms. This book explores the strategic management of services through an Integrated Services Management Model which links operational, marketing, financial and human resource management functions, within a broad and diverse collection of international, regional, and local service contexts. It contains numerous case examples, student projects and exercises, with a particular focus on the Asia Pacific and Australasian regions.

Recenzje

'… very timely for students, researchers, academics, managers and policy-makers alike … contains a myriad of valuable resources and information.' Development Policy Review

Spis treści

1. Services and their management Alan Nankervis; 2. The services environment Werner Soontiens; 3. Stakeholders and their influences in services Cecil Pearson; 4. Managing strategy in services John Milton-Smith; 5. Marketing management in services Tadayuki Miyamoto; 6. Operations management in services Ruth Taylor; 7. Financial management in services Subramaniam Ananthram; 8. Human resource management in services Alan Nankervis; 9. From managing 'service' to integrated services management Samir Chatterjee and Richard Grainger.