Managing Services: Marketing, Operations and Human Resources

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Product Details

  • ISBN-13: 9780135447017
  • Publisher: Prentice Hall Professional Technical Reference
  • Publication date: 5/1/1992
  • Edition description: 2nd ed
  • Edition number: 2
  • Pages: 496

Table of Contents

Preface
About the Contributors
I The Challenge of Services
Are Services Really Different? 1
Service Management: A Management Focus for Service Competition 9
A Basic Toolkit for Service Managers 17
II Understanding Services: Breaking Free from Industry Tunnel Vision
How Can Service Businesses Survive and Prosper? 31
The Customer Contact Approach to Services: Theoretical Bases and Practical Extensions 43
Classifying Services to Gain Strategic Marketing Insights 50
Managing Facilitator Services 64
Cases
Sullivan's Auto World 77
The Law Offices of Lewin & Associates 83
III Designing and Delivering Services
The ABCs of Service System Blueprinting 96
Measuring Productivity in Services 103
Courtyard by Marriott: Designing a Hotel Facility with Consumer-Based Marketing Models 118
Cases
Domino's Pizza 138
BayBank Systems, Inc. 141
IV Managing Capacity and Managing Demand
Strategies for Managing Capacity-Constrained Service Organizations 154
Competing with Time-Saving Service 169
Prescription for the Waiting-in-Line Blues: Entertain, Enlighten, and Engage 176
Yield Management: A Tool for Capacity-Constrained Service Firms 188
Cases
The Parker House: Sales and Reservations Planning 202
University Health Service: Walk-In Clinic 214
V The Search for Service Quality
Five Imperatives for Improving Service Quality 224
New Tools for Achieving Service Quality 236
Zero Defections: Quality Comes to Services 250
Cases
Centel of Virginia 259
Federal Express: Quality Improvement Program 270
VI Adding Value Through Customer Service
Designing and Managing the Customer-Service Function 285
The Market Power Is In the Services Because the Value is in the Results 298
Breaking The Cycle of Failure in Services 310
Cases
First National Bank 324
Nordstrom Stores 334
VII The Human Dimension in Services Management
Development of a Personnel Selection System For Service Jobs 342
The Humanization of Service: Respect at the Moment of Truth 355
Mrs. Fields' Secret Ingredient 365
Cases
Ten Service Workers and Their Jobs 373
Turbulent Skies for TWA 384
VIII Strategy and Integration
The Search for Synergy: What Marketers Need to Know About Service Operations 392
Don't Change Corporate Culture--Use it 406
Services Under Siege: The Restructuring Imperative 409
Cases
Singapore Airlines 422
Museum of Fine Arts 436
Dunfey Hotels Corporation 448
Index 461
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