Managing Services

This book explores the strategic management of services through an Integrated Services Management Model.

Alan Nankervis (Author), Yuki Miyamoto (Author), Ruth Taylor (Author), John Milton-Smith (Author)

9780521606516, Cambridge University Press

Paperback, published 27 October 2005

378 pages, 34 tables
25.4 x 17.8 x 2 cm, 0.66 kg

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

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.

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.

Subject Areas: Business & management [KJ]