Research Catalog
Service management effectiveness : balancing strategy, organization and human resources, operations, and marketing /
- Title
- Service management effectiveness : balancing strategy, organization and human resources, operations, and marketing / David E. Bowen, Richard B. Chase, Thomas G. Cummings, and associates.
- Author
- Bowen, David Earl.
- Publication
- San Francisco : Jossey-Bass, 1990.
- Supplementary Content
- Publisher description
Items in the Library & Off-site
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2 Items
| Status | Format | Access | Call Number | Item Location |
|---|---|---|---|---|
Not available - Please for assistance. | Text | Use in library | HD9980.5 .B68 1990 | Off-site |
Not available - Please for assistance. | Text | Use in library | Off-site |
Details
- Additional Authors
- Description
- xxviii, 414 p. : ill.; 24 cm.
- Series Statement
- The Jossey-Bass management series
- Uniform Title
- The Jossey-Bass management series.
- Subject
- Bibliography (note)
- Includes bibliographical references and indexes.
- 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.
- ISBN
- 1555422225
- 9781555422226
- LCCN
- 90004047
- Owning Institutions
- Princeton University Library