Managing Services

by Alan Nankervis , Yuki Miyamoto , Ruth Taylor , John Milton-Smith

• ISBN13: 9780521606516
• ISBN10: 0521606519
• Format: Paperback
• Copyright: 2005-10-24
• Publisher: Cambridge University Press

Summary

The rapid increase in global services during the last few decades is without doubt one of the most challenging social, cultural, political, and especially economic, forces of our time. 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, designed to illustrate common problems and innovative approaches, with a particular focus on the Asia Pacific and Australasian regions.

Author Biography

Alan Nankervis is the Research Director of the School of Management, Curtin University of Technology, in Perth, Western Australia.

Table of Contents

Figures and tables	vi
Contributors	ix
Preface	xi
Acknowledgements	xii
Services and their management	1	(34)
The services environment	35	(34)
Stakeholders and their influence on services	69	(39)
Managing strategy in services	108	(47)
Marketing management in services	155	(48)
Strategic operations management in services	203	(49)
Financial management in services	252	(47)
Human resource management in services	299	(48)
From managing `service' to integrated services management	347	(6)
Index	353