Managing Services

Managing Services

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Managing Services 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, such as how services, and the strength of an organization's service operations, is a critical factor to the overall success and competitiveness of the organization The book also demonstrates how the qservicesq factor is critical as a continuum from one end of the supply chain to the other. Relationships with suppliers, employees within other functional areas of the organization, distributors andiquest;ultimatelyiquest;consumers. 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.positions.Customer service data might include customer satisfaction with waits, with food variety, and with the attitude of the server. ln a ... Structuring Incentives and Sanctions Another important workforce management role for the service manager is theanbsp;...

Title:Managing Services
Author: Mark M. Davis, Janelle N. Heineke
Publisher:Irwin/McGraw-Hill - 2003

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