Managing Services. Christopher H. Lovelock- 2° Ed. En Inglés

Descripción

Aguafuertes Libros
Descripción y reseña de:

MANAGING SERVICES. MARKETING, OPERATIONS, AND HUMAN RESOURCES

Autor: Christopher H. Lovelock



"This revision offers a provocative compilation of cases and readings focusing on key issues in efficient management of service businesses.
Author Christopher Lovelock provides readers with a mix of readable, conceptual articles by leading academics and strategic insights/specific tools by practicing managers and consultants.

MANAGING SERVICES, Second Edition:

Structures material for ease of use, providing readings and cases organized into eight topical sections

Provides a unique integration of marketing, operations, and human resources

Presents state-of-the-art concepts, with readings complemented by a set of well-written, challenging cases covering a wide array of service industries

Helps readers to think conceptually about service problems and challenges in order to develop practical management strategies

Incorporates, in a single volume, articles from recent issues of a broad cross- section of leading journals, management reviews, and trade publications

In addition, Lovelock presents material dealing with the major issues facing service businesses today, including identifying management parallels across service industries; improving service quality; balancing operational efficiency and customer satisfaction; the role of service enhancements in marketing manufactured products; and the role of service personnel in delivering cost- effective, quality service" (de la contratapa del libro).

Reseña del índice:

1. The challenge of services

2. Understanding services: Breaking free from industry tunnel vision

3. Designing and delivering services

4. Managing capacity and managing demand

5. The search for service quality

6. Adding value through customer service

7: The human dimension in service management

8. Strategy and



Second Edition

Autor: Christopher H. Lovelock

Editorial Prentice Hall

Cantidad de páginas numeradas: 472

Medidas aproximadas: 18.5 x 24 cm.

Idioma: inglés

USA, 1992.

Estado general del libro: muy bueno. Tapa dura.



Consulte la disponibilidad de los libros antes de comprar, ya que los mismos están exhibidos en nuestro local y pueden venderse.

Zona: Plaza Italia, Capital Federal. Argentina.
Disponemos de otros ejemplares dentro de la misma categoría.
Realizamos envíos a cargo del comprador.
Pregunte antes de comprar el libro el valor de los gastos de envío.
No trabajamos contra reembolso.

Gracias.
Aguafuertes Libros.