Service Management: Successful Classics of the Fortune 500

Author: (Belgium) Louis, (Belgium) Ghemer, (Belgium) Dieudonnock
Publisher:
Publish Date: 2006-12-01
Features: The recognition of the special nature of services and service management inspired some companies to establish a forum in collaboration with the Louvain School of Management to explore and discuss the unique essence of service management in depth. The research center has always adopted a multidisciplinary approach from the beginning; people with backgrounds in engineering technology, marketing, or organizational behavior have all been involved, and both academics and practitioners participate in the discussions. Over the past few years, the research center has organized studies on topics such as customer satisfaction, information technology, empowerment, service-profit chain, innovation, performance management, capability management, and waiting queues, and much more. In-depth case studies and surveys have become part of these exploratory efforts. This book places the various aspects of services at the forefront of attention, making it a supplement to other management textbooks that focus solely on functional scope or fields.