服务运作管理：整合的视角（第2版）（影印版）

服务运作管理：整合的视角（第2版）（影印版）

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作者: 巴特·范·路易（Bart Van Looy）著 , 保罗·格默尔（Paul Gemmel）著 , 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: 2010-02

版次: 1

ISBN: 9787509514672

定价: 65.00

装帧: 平装

开本: 16开

纸张: 胶版纸

页数: 529页

字数: 600千字

正文语种: 英语

分类: 管理

1 张插图图片

7人买过

　　《服务运作管理：整合的视角(第2版)(影印版)》以全面的视角讲解了服务管理产业，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DeVlerick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。 Listoffigures
Listoftables
Listofexhibits
Abouttheauthors
Preface
Acknowledgements
PartOne
THENATUREOFSERVICES
1Thenatureofservices
StevenDesmet，BertVanLooy，Roland
VanDierdonck
Introduction
Objectives
Thegrowingimportanceofservices
Services：whatmakesthemspecial？
Acloserlookatservices
Theroleofserviceclassifications
Conclusion
Reviewanddiscussionquestions
Notesandreferences
Suggestedfurtherreading
2Definingtheserviceconcept
PaulGemmel，BertVanLooy，GinoVanOssel
Introduction
Objectives
Whydoweneedaserviceconcept？
Howtodefinetheserviceconcept
Implementingtheserviceconcept
Theserviceconceptasaguidingframework：anoverviewofitsmainingredients
Whynotallserviceconceptsarealike
Conclusion
Reviewanddiscussionquestions
Notesandreferences
Suggestedfurtherreading
3Servitization：orwhyservices
managementisrelevantfor
manufacturingenvironments
StevenDesmet，RolandVanDierdonck，
BertVanLooy
Introduction
Objectives
Fromgoodstoservices
Whyservitization？
Makingthetransition
Conclusion
Reviewanddiscussionquestions
Notesandreferences
Suggestedfurtherreading

PartTwo
CUSTOMERLOGIC
4Relationshipmarketing
KristofDeWulf
Introduction
Objectives
Relationshipmarketing：newwordstoanoldtune？
Linkingcustomersatisfaction，customerloyaltyandprofitability
Lifetimevalue：thelinkwithprofitability
Howtoincreasecustomersatisfactionandcustomerloyalty
Settingobjectivesinservicemarketing
Conclusion
Reviewanddiscussionquestions
Notesandreferences
Suggestedfurtherreading
5Promotingservices
PatrickDePeismacker，JoeriVanDenBergh
Introduction
Objectives
Whatissodifferentaboutpromotingservices？
Thebasicbuildingblocksofpromotior
Designingamarketingcommunicatiorstrategyforservices
Drawingupapromotionplan
Conclusion
Reviewanddiscussionquestions
Notesandreferences
Suggestedfurtherreading
6Pricingservices
MarionDebruyne，StefanStremersch
Introduction
Objectives
Developingaframeworkforpricingdecisions
Pricingobjectives
Pricingstrategies
Pricingstructure
Pricinglevelsandtactics
Conclusion
Reviewanddiscussionquestions
Notesandreferences
Suggestedfurtherreading
7Customersatisfactionandcomplaintmanagement
GinoVanOssel，StefanStremersch，PaulGernmel
Introduction
Objectives
Servicequalityandcustomer
satisfaction
Aservicesatisfactionframework
Measuringcustomersatisfaction
Complaintmanagement
Conclusion
Reviewanddiscussionquestions
Notesandreferences
Suggestedfurtherreading
8Serviceguaranteesandservice-levelagreements
GinoVanOssel，PaulGemmel
Introduction
Objectives
Serviceguarantees
Service-levelagreements
Internalserviceguaranteesandservice-levelagreements
Conclusion
Reviewanddiscussionquestions
Notesandreferences
Suggestedfurtherreading

PartThree
HUMANRESOURCESINSERVICE
ORGANIZATIONS
9Theroleofhumanresourcepracticeinserviceorganizations
BartVan/ooy，KoenDewettinck，DirkBuyens，TineVandenbossche
Introduction
Objectives
Thenatureofservices
Humanresourcemanagementforservices
Conclusion
Reviewanddiscussionquestions
Notesandreferences
Suggestedfurtherreading
10Competenciesandserviceorganizations
WalterStevens，DriesFoetus，BartVanLooy，
TineVandenbossche，DirkBuyens
Introduction
Objectives
Designingcompetency-basedHRpractices
Competenciesforserviceorganizations
Conclusion
Reviewanddiscussionquestions
Notesandreferences
Suggestedfurtherreading
11Collaboration：integratingworkandlearning
BartVanLooy
Introduction
Objectives
Thebenefitsofcollaborationintheworkplace
Thebroaderrelevanceofcollaborationtoservices
Theroleofcollaborationinlearning
Collaborationasthecentraltheme
Establishingcollaborativerelationships
Conclusion
Reviewanddiscussionquestions
Notesandreferences
Suggestedfurtherreading
12Theroleofempowermentinserviceorganizations
BartVanLooy，KristlKrols，DirkBuyens，
TineVandenbossche
Introduction
Objectives
Therelevanceofempowermentforserviceenvironments
Empowerment：theemployeeandthesupervisor
Empowerment：theorganization
Conclusion
Reviewanddiscussionquestions
Notesandreferences
Suggestedfurtherreading
13Rolestressamongfront-lineemployees
KoenDewettinck，DirkBuyens
Introduction
Objectives
Relevanceofrolestressfortheserviceencounter
Rolestressdefined
Handlingrolestressforfront-lineemployees
Conclusion
Reviewanddiscussionquestions
Notesandreferences
Suggetedfutherreading

PartFour
OPERATIONSMANAGEMENTItSERVICEORGANIZATIONS
14Serviceprocessdesignandmanagement
PaulGemmel
Introduction
Objectives
Processchoice
Processdesign
Processmonitoring
Processevaluation
Processre-engineering
Conclusion
Reviewanddiscussionquestions
Notesandreferences
Suggestedfurtherreading
15Capacitymanagement
RolandVanDierdonck
Introduction
Objectives
Capacityandcapacitymanagement
Capacityplanning
Schedulingcapacity
Managingthedemandside
Thepsychologyandmanagerialconsequencesofwaiting
Conclusion
Reviewanddiscussionquestions
Technicalnote
Notesandreferences
Suggestedfurtherreading
16Facilitiesmanagement
RolandVanDierdonck，PaulGemmel，StevenDesmet
Introduction
Objectives
Thenatureoffacilitiesmanagementinservices
Backofficeversusfrontoffice
Location
Designingtheservicescape
Conclusion
Reviewanddiscussionquestions
Notesandreferences
Suggestedfurtherreading
17ITdevelopmentsandtheirimpactonservices
TimDuharnel，BartVanLooy，WilfriedGrommen，
WirnGrielens，NielsSchillewaert，
PedroMatthnssens
Introduction
Objectives
Thenetworkera-Wheredowestand？
TheimpactofITdevelopmentsonserviceencounters
Actionstrategiesforthenewmedia
Conclusion
Reviewanddiscussionquestions
Notesandreferences
Suggestedfurtherreading

PartFive
ANINTEGRATEDAPPROACH
18Performancemeasurementsystemsinservicefirms
PaulGemmel，KurtVerweire，GinoVanOssel，WernerBruggeman，RolandVanDierdonck，BartVanLooy
Introduction
Objectives
Designingperformancemeasurementsystemsforservices
Implementinganintegratedperformancemeasurementsystem
Conclusion
Reviewanddiscussionquestions
Technicalnote
Notesandreferences
Suggestedfurtherreading

19Managinginnovationinaserviceenvironment
KoenraadDebackere，BartVanLooy
Introduction
Objectives
Innovationsasspiralprocesses：thevalue-constellationapproach
Innovationportfoliomanagement
Organizingtheinnovationportfolio：themake-or-buydecision
Theoperationalmanagementofinnovation
Conclusion
Reviewanddiscussionquestions
Notesandreferences
Suggestedfurtherreading
20Managingservicesacrossnationalboundaries
RolandVanDierdonck
Introduction
Objectives
Whyinternationalize？
Driverstowardsinternationalization
Cultureandculturaldifferences
Internationalizationstrategies
Conclusion
Reviewanddiscussionquestions
Notesandreferences
Suggestedfurtherreading
21Definingaservicestrategy
AirneHeene，BartVanLooy，RolandVanDierdonck
Introduction
Objectives
Thenatureofstrategicmanagement
Thechallengesofstrategicmanagementforservices
Conclusion
Reviewanddiscussionquestions
Notesandreferences
Suggestedfurtherreading

TECHNICALNOTES
1HowtocollectcustomersatisfactiondataGinoVanOssel
2Analysingqueuingsystemsinserviceenvironments
PaulGemmel
3Simulationasatoolindesigningservices
PaulGemmel
4DataenvelopmentanalysisPaulGemmel
5Insightsstemmingfromemerging
resourceandcompetence-basedstrategicmanagementtheories
AimeHeene
APPENDICES
1Importanceofinformationalelementsinads-comparinggoodsandservices
2Thestateprobability（P（n））
Index
内容简介:
　　《服务运作管理：整合的视角(第2版)(影印版)》以全面的视角讲解了服务管理产业，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DeVlerick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。
目录:
Listoffigures
Listoftables
Listofexhibits
Abouttheauthors
Preface
Acknowledgements
PartOne
THENATUREOFSERVICES
1Thenatureofservices
StevenDesmet，BertVanLooy，Roland
VanDierdonck
Introduction
Objectives
Thegrowingimportanceofservices
Services：whatmakesthemspecial？
Acloserlookatservices
Theroleofserviceclassifications
Conclusion
Reviewanddiscussionquestions
Notesandreferences
Suggestedfurtherreading
2Definingtheserviceconcept
PaulGemmel，BertVanLooy，GinoVanOssel
Introduction
Objectives
Whydoweneedaserviceconcept？
Howtodefinetheserviceconcept
Implementingtheserviceconcept
Theserviceconceptasaguidingframework：anoverviewofitsmainingredients
Whynotallserviceconceptsarealike
Conclusion
Reviewanddiscussionquestions
Notesandreferences
Suggestedfurtherreading
3Servitization：orwhyservices
managementisrelevantfor
manufacturingenvironments
StevenDesmet，RolandVanDierdonck，
BertVanLooy
Introduction
Objectives
Fromgoodstoservices
Whyservitization？
Makingthetransition
Conclusion
Reviewanddiscussionquestions
Notesandreferences
Suggestedfurtherreading

PartTwo
CUSTOMERLOGIC
4Relationshipmarketing
KristofDeWulf
Introduction
Objectives
Relationshipmarketing：newwordstoanoldtune？
Linkingcustomersatisfaction，customerloyaltyandprofitability
Lifetimevalue：thelinkwithprofitability
Howtoincreasecustomersatisfactionandcustomerloyalty
Settingobjectivesinservicemarketing
Conclusion
Reviewanddiscussionquestions
Notesandreferences
Suggestedfurtherreading
5Promotingservices
PatrickDePeismacker，JoeriVanDenBergh
Introduction
Objectives
Whatissodifferentaboutpromotingservices？
Thebasicbuildingblocksofpromotior
Designingamarketingcommunicatiorstrategyforservices
Drawingupapromotionplan
Conclusion
Reviewanddiscussionquestions
Notesandreferences
Suggestedfurtherreading
6Pricingservices
MarionDebruyne，StefanStremersch
Introduction
Objectives
Developingaframeworkforpricingdecisions
Pricingobjectives
Pricingstrategies
Pricingstructure
Pricinglevelsandtactics
Conclusion
Reviewanddiscussionquestions
Notesandreferences
Suggestedfurtherreading
7Customersatisfactionandcomplaintmanagement
GinoVanOssel，StefanStremersch，PaulGernmel
Introduction
Objectives
Servicequalityandcustomer
satisfaction
Aservicesatisfactionframework
Measuringcustomersatisfaction
Complaintmanagement
Conclusion
Reviewanddiscussionquestions
Notesandreferences
Suggestedfurtherreading
8Serviceguaranteesandservice-levelagreements
GinoVanOssel，PaulGemmel
Introduction
Objectives
Serviceguarantees
Service-levelagreements
Internalserviceguaranteesandservice-levelagreements
Conclusion
Reviewanddiscussionquestions
Notesandreferences
Suggestedfurtherreading

PartThree
HUMANRESOURCESINSERVICE
ORGANIZATIONS
9Theroleofhumanresourcepracticeinserviceorganizations
BartVan/ooy，KoenDewettinck，DirkBuyens，TineVandenbossche
Introduction
Objectives
Thenatureofservices
Humanresourcemanagementforservices
Conclusion
Reviewanddiscussionquestions
Notesandreferences
Suggestedfurtherreading
10Competenciesandserviceorganizations
WalterStevens，DriesFoetus，BartVanLooy，
TineVandenbossche，DirkBuyens
Introduction
Objectives
Designingcompetency-basedHRpractices
Competenciesforserviceorganizations
Conclusion
Reviewanddiscussionquestions
Notesandreferences
Suggestedfurtherreading
11Collaboration：integratingworkandlearning
BartVanLooy
Introduction
Objectives
Thebenefitsofcollaborationintheworkplace
Thebroaderrelevanceofcollaborationtoservices
Theroleofcollaborationinlearning
Collaborationasthecentraltheme
Establishingcollaborativerelationships
Conclusion
Reviewanddiscussionquestions
Notesandreferences
Suggestedfurtherreading
12Theroleofempowermentinserviceorganizations
BartVanLooy，KristlKrols，DirkBuyens，
TineVandenbossche
Introduction
Objectives
Therelevanceofempowermentforserviceenvironments
Empowerment：theemployeeandthesupervisor
Empowerment：theorganization
Conclusion
Reviewanddiscussionquestions
Notesandreferences
Suggestedfurtherreading
13Rolestressamongfront-lineemployees
KoenDewettinck，DirkBuyens
Introduction
Objectives
Relevanceofrolestressfortheserviceencounter
Rolestressdefined
Handlingrolestressforfront-lineemployees
Conclusion
Reviewanddiscussionquestions
Notesandreferences
Suggetedfutherreading

PartFour
OPERATIONSMANAGEMENTItSERVICEORGANIZATIONS
14Serviceprocessdesignandmanagement
PaulGemmel
Introduction
Objectives
Processchoice
Processdesign
Processmonitoring
Processevaluation
Processre-engineering
Conclusion
Reviewanddiscussionquestions
Notesandreferences
Suggestedfurtherreading
15Capacitymanagement
RolandVanDierdonck
Introduction
Objectives
Capacityandcapacitymanagement
Capacityplanning
Schedulingcapacity
Managingthedemandside
Thepsychologyandmanagerialconsequencesofwaiting
Conclusion
Reviewanddiscussionquestions
Technicalnote
Notesandreferences
Suggestedfurtherreading
16Facilitiesmanagement
RolandVanDierdonck，PaulGemmel，StevenDesmet
Introduction
Objectives
Thenatureoffacilitiesmanagementinservices
Backofficeversusfrontoffice
Location
Designingtheservicescape
Conclusion
Reviewanddiscussionquestions
Notesandreferences
Suggestedfurtherreading
17ITdevelopmentsandtheirimpactonservices
TimDuharnel，BartVanLooy，WilfriedGrommen，
WirnGrielens，NielsSchillewaert，
PedroMatthnssens
Introduction
Objectives
Thenetworkera-Wheredowestand？
TheimpactofITdevelopmentsonserviceencounters
Actionstrategiesforthenewmedia
Conclusion
Reviewanddiscussionquestions
Notesandreferences
Suggestedfurtherreading

PartFive
ANINTEGRATEDAPPROACH
18Performancemeasurementsystemsinservicefirms
PaulGemmel，KurtVerweire，GinoVanOssel，WernerBruggeman，RolandVanDierdonck，BartVanLooy
Introduction
Objectives
Designingperformancemeasurementsystemsforservices
Implementinganintegratedperformancemeasurementsystem
Conclusion
Reviewanddiscussionquestions
Technicalnote
Notesandreferences
Suggestedfurtherreading

19Managinginnovationinaserviceenvironment
KoenraadDebackere，BartVanLooy
Introduction
Objectives
Innovationsasspiralprocesses：thevalue-constellationapproach
Innovationportfoliomanagement
Organizingtheinnovationportfolio：themake-or-buydecision
Theoperationalmanagementofinnovation
Conclusion
Reviewanddiscussionquestions
Notesandreferences
Suggestedfurtherreading
20Managingservicesacrossnationalboundaries
RolandVanDierdonck
Introduction
Objectives
Whyinternationalize？
Driverstowardsinternationalization
Cultureandculturaldifferences
Internationalizationstrategies
Conclusion
Reviewanddiscussionquestions
Notesandreferences
Suggestedfurtherreading
21Definingaservicestrategy
AirneHeene，BartVanLooy，RolandVanDierdonck
Introduction
Objectives
Thenatureofstrategicmanagement
Thechallengesofstrategicmanagementforservices
Conclusion
Reviewanddiscussionquestions
Notesandreferences
Suggestedfurtherreading

TECHNICALNOTES
1HowtocollectcustomersatisfactiondataGinoVanOssel
2Analysingqueuingsystemsinserviceenvironments
PaulGemmel
3Simulationasatoolindesigningservices
PaulGemmel
4DataenvelopmentanalysisPaulGemmel
5Insightsstemmingfromemerging
resourceandcompetence-basedstrategicmanagementtheories
AimeHeene
APPENDICES
1Importanceofinformationalelementsinads-comparinggoodsandservices
2Thestateprobability（P（n））
Index

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