Managing Services

Alan Nankervis; Yuki Miyamoto; Ruth Taylor; John Milton-Smith

doi:10.1017/CBO9780511481260

The rapid increase in global services during the last few decades is without doubt one of the most challenging social, cultural, political, and especially economic, forces of our time. Services have supplanted agriculture, manufacturing and resources, as the primary source of international competitive advantage in many countries, providing wealth, employment, and almost unlimited future opportunities for growth, whether in traditional or more innovative forms. This book explores the strategic management of services through an Integrated Services Management Model which links operational, marketing, financial and human resource management functions, within a broad and diverse collection of international, regional, and local service contexts. It contains numerous case examples, student projects and exercises, designed to illustrate common problems and innovative approaches, with a particular focus on the Asia Pacific and Australasian regions.

'… very timely for students, researchers, academics, managers and policy-makers alike … contains a myriad of valuable resources and information.'

Source: Development Policy Review

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Managing Services

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Contents

Frontmatter
pp i-iv

Contents
pp v-v

Figures and tables
pp vi-viii

Contributors
pp ix-x

Preface
pp xi-xi

Acknowledgements
pp xii-xiv

1 - Services and their management
pp 1-34

2 - The services environment
pp 35-68

3 - Stakeholders and their influence on services
pp 69-107

4 - Managing strategy in services
pp 108-154

5 - Marketing management in services
pp 155-202

6 - Strategic operations management in services
pp 203-251

7 - Financial management in services
pp 252-298

8 - Human resource management in services
pp 299-346

9 - From managing ‘service’ to integrated services management
pp 347-352

Index
pp 353-362

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