This comprehensive book lucidly explains how services are conceptualized, designed and managed, while providing a clear understanding of the multi-dimensional nature of the sector. Addressing in detail the critical question of services management, the author provides an in-depth exposition of how services are managed from within service organizations and from a managerial perspective as well. The book also analyses several different service contexts such as financial services, tourism, charities and museums.
I. UNDERLYING THEMES
II. MANAGING SERVICES: Services Marketing in Specific Contexts—the For-Profit Sector
III. SERVICE MANAGEMENT ISSUES