Managing Services: People and Technology (The Mcgraw-Hill/Irwin Series, Operations and Decision Sciences)

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9780071194778: Managing Services: People and Technology (The Mcgraw-Hill/Irwin Series, Operations and Decision Sciences)

Managing Services is an alternative to the growing service management market in that it is more managerial and procedural, placing less emphasis on quantitative tools and more on strategic concerns. The benefit of this approach is that it views services from the perspective of the general manager rather than the operations specialist. This is important, especially considering most students taking this course aspire to and are preparing for managerial positions.

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From the Publisher:

Unique Thematic Framework: Unique, thematic framework ties services to all functional areas of a business providing a thorough understanding to students of the importance of quality service throughout an organization.
Strategic Approach: Offers a strategic approach to service management, emphasizing managerial problem solving and dealing with technical issues within a managerial context. This approach will better equip students to be better managers.
Multi-disciplinary, multi-functional perspective: Focuses on the management of services from a multidisciplinary, multifunctional perspective, giving students a broader understanding of service-related issues.
Pedagogy: Abundance of pedagogical aids enrich the text, including the following thematic boxed inserts: "Brick or Click" comparisons of traditional and internet service operations; "View from the Top" boxes which emphasize strategic concerns. Opening "managerial focus" vignettes; and Service Plant Tours that provide students with a vast understanding of how service management is applied in real companies.

About the Author:

Mark Davis teaches at Bentley College.

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ISBN 10: 0071194770 ISBN 13: 9780071194778
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