Managing Services

This book is an alternative to the growing service management market, in that it is more managerial and procedural, placing less emphasis on quantitative tools and more on strategic concerns. The benefit of this approach is that it views services from the perspective of the general manager rather than the operations specialist. This is important, especially considering most students taking this course aspire to, and are preparing for, managerial positions. - A unique, thematic framework ties services to all functional areas of a business, giving a through understanding to students of the importance of quality service throughout an organization. - The approach stresses managerial problem solving and dealing with technical issues within a managerial context. - Boxed inserts include "Brick or Click," which compare traditional and internet service operations; "View from the Top" boxes which emphasize strategic concerns; and "Service Plant Tours" that give students a vast understanding of how service management is applied in real companies.