Coverart for item
The Resource Service management effectiveness : balancing strategy, organization and human resources, operations, and marketing, David E. Bowen, Richard B. Chase, Thomas G. Cummings, and associates

Service management effectiveness : balancing strategy, organization and human resources, operations, and marketing, David E. Bowen, Richard B. Chase, Thomas G. Cummings, and associates

Label
Service management effectiveness : balancing strategy, organization and human resources, operations, and marketing
Title
Service management effectiveness
Title remainder
balancing strategy, organization and human resources, operations, and marketing
Statement of responsibility
David E. Bowen, Richard B. Chase, Thomas G. Cummings, and associates
Creator
Contributor
Subject
Language
eng
Member of
Cataloging source
DLC
http://library.link/vocab/creatorName
Bowen, David Earl
Dewey number
658
Illustrations
illustrations
Index
index present
LC call number
HD9980.5
LC item number
.B68 1990
Literary form
non fiction
Nature of contents
bibliography
http://library.link/vocab/relatedWorkOrContributorName
  • Chase, Richard B
  • Cummings, Thomas G
Series statement
Jossey-Bass management series
http://library.link/vocab/subjectName
  • Service industries
  • Services (Industrie)
  • Management
  • Klantgerichtheid
  • Dienstensector
  • Services
  • Aufsatzsammlung
  • Dienstleistungsbetrieb
  • Dienstleistungssektor
  • Management
  • Dienstleistungssektor / Management
Label
Service management effectiveness : balancing strategy, organization and human resources, operations, and marketing, David E. Bowen, Richard B. Chase, Thomas G. Cummings, and associates
Instantiates
Publication
Bibliography note
Includes bibliographical references and indexes
Carrier category
volume
Carrier category code
  • nc
Carrier MARC source
rdacarrier
Content category
text
Content type code
  • txt
Content type MARC source
rdacontent
Contents
Suppose we took service seriously? / David E. Bowen, Thomas G. Cummings -- Rethinking strategy for service management / James L. Heskett -- Key strategic decisions for service firms / Dorothy I. Riddle -- Service technologies : key factors in manufacturing strategy / James Brian Quinn, Penny C. Paquette -- Strategic implications of service technologies / Peter K. Mills, Dennis J. Moberg -- Alternative strategies for creating service-oriented organizations / Benjamin Schneider -- Managing human resource issues for high-contact service personnel / David A. Tansik -- Applying behavioral management techniques in service organizations / Fred Luthans, Tim R.V. Davis -- Creating personalized service delivery systems / W. Earl Sasser, William E. Fulmer -- Measuring and managing service quality / David A. Collier -- The impact of information technologies on operations of service sector firms / Albert H. Rubenstein, Eliezer Geisler -- Making continual improvement a competitive strategy for service firms / James A. Fitzsimmons -- Managing relationships with customers : a differentiating philosophy of marketing / John A. Czepiel -- Evaluating the role and place of marketing in service firms / John E.G. Bateson -- Managing interactions between operations and marketing and their impact on customers / Christopher H. Lovelock -- Communicating with customers about service quality / Valarie A. Zeithaml -- Conclusion : the state of service management knowledge / Richard B. Chase, Deborah L. Kellogg
Control code
21036228
Dimensions
24 cm
Edition
1st ed.
Extent
xxviii, 414 pages
Isbn
9781555422226
Lccn
90004047
Media category
unmediated
Media MARC source
rdamedia
Media type code
  • n
Other control number
ZBWT00293476
Other physical details
illustrations
System control number
  • (WaOLN)1323050
  • (OCoLC)21036228
Label
Service management effectiveness : balancing strategy, organization and human resources, operations, and marketing, David E. Bowen, Richard B. Chase, Thomas G. Cummings, and associates
Publication
Bibliography note
Includes bibliographical references and indexes
Carrier category
volume
Carrier category code
  • nc
Carrier MARC source
rdacarrier
Content category
text
Content type code
  • txt
Content type MARC source
rdacontent
Contents
Suppose we took service seriously? / David E. Bowen, Thomas G. Cummings -- Rethinking strategy for service management / James L. Heskett -- Key strategic decisions for service firms / Dorothy I. Riddle -- Service technologies : key factors in manufacturing strategy / James Brian Quinn, Penny C. Paquette -- Strategic implications of service technologies / Peter K. Mills, Dennis J. Moberg -- Alternative strategies for creating service-oriented organizations / Benjamin Schneider -- Managing human resource issues for high-contact service personnel / David A. Tansik -- Applying behavioral management techniques in service organizations / Fred Luthans, Tim R.V. Davis -- Creating personalized service delivery systems / W. Earl Sasser, William E. Fulmer -- Measuring and managing service quality / David A. Collier -- The impact of information technologies on operations of service sector firms / Albert H. Rubenstein, Eliezer Geisler -- Making continual improvement a competitive strategy for service firms / James A. Fitzsimmons -- Managing relationships with customers : a differentiating philosophy of marketing / John A. Czepiel -- Evaluating the role and place of marketing in service firms / John E.G. Bateson -- Managing interactions between operations and marketing and their impact on customers / Christopher H. Lovelock -- Communicating with customers about service quality / Valarie A. Zeithaml -- Conclusion : the state of service management knowledge / Richard B. Chase, Deborah L. Kellogg
Control code
21036228
Dimensions
24 cm
Edition
1st ed.
Extent
xxviii, 414 pages
Isbn
9781555422226
Lccn
90004047
Media category
unmediated
Media MARC source
rdamedia
Media type code
  • n
Other control number
ZBWT00293476
Other physical details
illustrations
System control number
  • (WaOLN)1323050
  • (OCoLC)21036228

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