Service Management Effectiveness: Balancing Strategy, Organization and Human Resources, Operations, and Marketing

by David Earl Bowen

Provides a comprehensive model for managing the service business, from strategy development through productivity measurement. Shows managers how to respond to the unique demands the service orientation places on each of the four main management functions: strategy, organization and human resources planning, operations management, and marketing. Defines the role of each functional area in contributing to service quality and making sure service quality...

• Format: Hardcover
• Language: English
• ISBN: 1555422225
• ISBN13: 9781555422226
• Release Date: May 1990
• Publisher: Jossey-Bass
• Length: 414 Pages
• Weight: 1.65 lbs.
• Dimensions: 1.3" x 6.3" x 9.1"