服务运作管理整合的视角

1‘Productive is all labour which fixes and realises itself in a particular subject or vendible commodity . . . unproductive is all labour which generally perish in the very instant of their performance.’ (Adam Smith, 1776) 2Part OneTHE NATURE OF SERVICESPart ThreeHUMAN RESOURCES INSERVICEORGANIZATIONSPart TwoCUSTOMER LOGICPart FourOPERATIONS MANAGEMENT INSERVICE ORGANIZATIONSPart FiveAN INTEGRATED APPROACH 3The nature of services1.Services are becoming more and more important in the economy of the countries all over the word.2. Explain the main charateristics that distinguish services from goods.3. Service classifications and their practical relevance. 4Part TwoCUSTOMER LOGIC 4 Relationship marketing 5 Promoting services 6 Pricing services 7 Customer satisfaction and complaint management 8 Service guarantees and service-level agreements 5Part ThreeHUMAN RESOURCES IN SERVICE ORGANIZATIONS9 The role of human resource practices in service organizations 10 Competencies and service organizations11 Collaboration: integrating work and learning12 The role of empowerment in service organizations13 Role stress among front-line employees 6Part FourOPERATIONS MANAGEMENT INSERVICE ORGANIZATIONS 14 Service process design and management 15 Capacity management 16 Facilities management 17 IT developments and their impact on services 7Part FiveAN INTEGRATED APPROACH 18 Performance measurement systems in service firms 19 Managing innovation in a service Environment  20 Managing services across national boundaries 21 Defining a service strategy 8Services Management: An Integrated ApproachThis book originated out of continuous discussions and research efforts The first point of discussion is the notion of services and s...