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服务运作管理 整合的视角pdf电子书版本下载
- BartVanLooy，PaulGemmel，RolandVanDierdonck编著 著
- 出版社： 北京：中国财政经济出版社
- ISBN：9787509514672
- 出版时间：2010
- 标注页数：529页
- 文件大小：141MB
- 文件页数：553页
- 主题词：服务业－商业管理－英文
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图书目录
Part One THE NATURE OF SERVICES 1
1 The nature of services&Steven Desmet,Bart Van Looy,Roland Van Dierdonck 3
Introduction 3
Objectives 4
The growing importance of services 4
Services:what makes them special? 10
A closer look at services 12
The role of service classifications 17
Conclusion 23
Review and discussion questions 24
Notes and references 24
Suggested further reading 26
2 Defining the service concept&Paul Gemmel,Bart Van Looy,Gino Van Ossel 27
Introduction 27
Objectives 28
Why do we need a service concept? 28
How to define the service concept 29
Implementing the service concept 31
The service concept as a guiding framework:an overview of its main ingredients 35
Why not all service concepts are alike 37
Conclusion 38
Review and discussion questions 38
Notes and references 39
Suggested further reading 39
3 Servitization:or why services management is relevant for manufacturing environments&Steven Desmet,Roland Van Dierdonck,Bart Van Looy 40
Introduction 40
Objectives 41
From goods to services 41
Why servitization? 42
Making the transition 44
Conclusion 49
Review and discussion questions 50
Notes and references 50
Suggested further reading 51
Part Two CUSTOMER LOGIC 53
4 Relationship marketing&Kristof De Wulf 55
Introduction 55
Objectives 55
Relationship marketing:new words to an old tune? 56
Linking customer satisfaction,customer loyalty and profitability 58
Lifetime value:the link with profitability 62
How to increase customer satisfaction and customer loyalty 65
Setting objectives in service marketing 68
Conclusion 71
Review and discussion questions 72
Notes and references 72
Suggested further reading 73
5 Promoting services&Patrick De Pelsmacker,Joeri Van Den Bergh 74
Introduction 74
Objectives 74
What is so different about promoting services? 74
The basic building blocks of promotion 76
Designing a marketing communications strategy for services 83
Drawing up a promotion plan 92
Conclusion 94
Review and discussion questions 95
Notes and references 95
Suggested further reading 96
6 Pricing services&Marion Debruyne,Stefan Stremersch 98
Introduction 98
Objectives 98
Developing a framework for pricing decisions 99
Pricing objectives 101
Pricing strategies 102
Pricing structure 115
Pricing levels and tactics 118
Conclusion 120
Review and discussion questions 121
Notes and references 121
Suggested further reading 122
7 Customer satisfaction and complaint management&Gino Van Ossel,Stefan Stremersch,Parul Gemmel 123
Introduction 123
Objectives 123
Service quality and customer satisfaction 124
A service satisfaction framework 125
Measuring customer satisfaction 126
Complaint management 138
Conclusion 152
Review and discussion questions 152
Notes and references 153
Suggested further reading 154
8 Service guarantees and service-level agreements&Gino Van Ossel,Paul Gemmel 155
Introduction 155
Objectives 156
Service guarantees 156
Service-level agreements 168
Internal service guarantees and service-level agreements 172
Conclusion 177
Review and discussion questions 177
Notes and references 177
Suggested further reading 178
Part Three HUMAN RESOURCES IN SERVICE ORGANIZATIONS 179
9 The role of human resource practices in service organizations&Bart Van Looy,Koen Dewettinck,Dirk Buyens,Tine Vandenbossche 181
Introduction 181
Objectives 182
The nature of services 182
Human resource management for services 187
Conclusion 192
Review and discussion questions 192
Notes and references 192
Suggested further reading 193
10 Competencies and service organizations&Walter Stevens,Dries Faems,Bart Van Looy,Tine Vandenbossche,Dirk Buyens 194
Introduction 194
Objectives 194
Designing competency-based HR practices 195
Competencies for service organizations 204
Conclusion 212
Review and discussion questions 212
Notes and references 213
Suggested further reading 213
11 Collaboration:integrating work and learning&Bart Van Looy 214
Introduction 214
Objectives 21S 215
The benefits of collaboration in the workplace 215
The broader relevance of collaboration to services 218
The role of collaboration in learning 219
Collaboration as the central theme 222
Establishing collaborative relationships 223
Conclusion 227
Review and discussion questions 227
Notes and references 227
Suggested further reading 228
12 The role of empowerment in service organizations&Bart Van Looy,Krist'l Krols,Dirk Buyens,Tine Vandenbossche 229
Introduction 229
Objectives 230
The relevance of empowerment for service environments 231
Empowerment:the employee and the supervisor 232
Empowerment:the organization 237
Conclusion 240
Review and discussion questions 241
Notes and references 241
Suggested further reading 242
13 Role stress among front-line employees&Koen Dewettinck,Dirk Buyens 243
Introduction 243
Objectives 244
Relevance of role stress for the service encounter 244
Role stress defined 245
Handling role stress for front-line employees 247
Conclusion 252
Review and discussion questions 252
Notes and references 253
Suggested further reading 254
Part Four OPERATIONS MANAGEMENT IN SERVICE ORGANIZATIONS 255
14 Service process design and management&Paul Gemmel 259
Introduction 259
Objectives 260
Process choice 261
Process design 263
Process monitoring 267
Process evaluation 268
Process re-engineering 271
Conclusion 274
Review and discussion questions 274
Notes and references 274
Suggested further reading 276
15 Capacity management&Roland Van Dierdonck 277
Introduction 277
Objectives 279
Capacity and capacity management 279
Capacity planning 285
Scheduling capacity 291
Managing the demand side 300
The psychology and managerial consequences of waiting 307
Conclusion 314
Review and discussion questions 314
Technical note 315
Notes and references 315
Suggested further reading 316
16 Facilities management&Roland Van Dierdonck,Paul Gemmel,Steven Desmet 317
Introduction 317
Objectives 318
The nature of facilities management in services 319
Back office versus front office 320
Location 322
Designing the servicescape 332
Conclusion 337
Review and discussion questions 338
Notes and references 338
Suggested further reading 339
17 IT developments and their impact on services&Tim Duhamel,Bart Van Looy,Wilfried Grommen,Wim Grielens,Niels Schillewaert,Pedro Matth？nssens 340
Introduction 340
Objectives 341
The network era-Where do we stand? 341
The impact of IT developments on service encounters 345
Action strategies for the new media 360
Conclusion 366
Review and discussion questions 366
Notes and references 366
Suggested further reading 369
Part Five AN INTEGRATED APPROACH 371
18 Performance measurement systems in service firms&Paul Gemmel,Kurt Verweire,Gino Van Ossel,Werner Bruggeman,Roland Van Dierdonck,Bart Van Looy 373
Introduction 373
Objectives 374
Designing performance measurement systems for services 374
Implementing an integrated performance measurement system 388
Conclusion 401
Review and discussion questions 401
Technical note 401
Notes and references 401
Suggested further reading 403
19 Managing innovation in a service environment&Koenraad Debackere,Bart Van Looy 404
Introduction 404
Objectives 405
Innovations as spiral processes:the value-constellation approach 406
Innovation portfolio management 409
Organizing the innovation portfolio:the make-or-buy decision 414
The operational management of innovation 416
Conclusion 423
Review and discussion questions 424
Notes and references 424
Suggested further reading 426
20 Managing services across national boundaries&Roland Van Dierdonck 427
Introduction 427
Objectives 431
Why internationalize? 431
Drivers towards internationalization 432
Culture and cultural differences 436
Internationalization strategies 444
Conclusion 450
Review and discussion questions 451
Notes and references 451
Suggested further reading 452
21 Defining a service strategy&Aimé Heene,Bart Van Looy,Roland Van Dierdonck 453
Introduction 453
Objectives 453
The nature of strategic management 453
The challenges of strategic management for services 461
Conclusion 472
Review and discussion questions 473
Notes and references 473
Suggested further reading 474
TECHNICAL NOTES 477
1 How to collect customer satisfaction data&Gino Van Ossel 477
2 Analysing queuing systems in service environments&Paul Gemmel 491
3 Simulation as a tool in designing services&Paul Gemmel 498
4 Data envelopment analysis&Paul Gemmel 510
5 Insights stemming from emerging resource and competence-based strategic management theories&Aimé Heene 513
APPENDICES 516
1 Importance of informational elements in ads-comparing goods and services 516
2 The state probability(P(n)) 517
Index 519
1.1 Contribution of service sector to employment,1999(%) 7
1.2 Maslow's pyramid of needs and its relationship to disposable income 9
1.3 The different kinds of qualities and their importance for tangible and intangible products 13
1.4 Service classifications based on intangibility and simultaneity 19
1.5 Maister's framework of service classification 20
2.1 Service concept as guiding framework 35
2.2 The service concept:main ingredients 36
3.1 Goods and services:three stages of transition 42
3.2 The ABB pyramid 47
3.3 New view of customer service 49
3.4 ABB Service redefined 49
4.1 The service profit chain 58
4.2 The dimensions of customer loyalty 59
4.3 The relationship between customer satisfaction and customer loyalty 61
4.4 Sources of profitability in relation to customer retention 62
4.5 Percentage increase in customer value(profitability)as a result of a 5 per cent decrease in customer defection 64
4.6 Customer loyalty ladder 65
4.7 Distribution of marketing costs over customer segments 69
4.8 Setting marketing objectives one customer at a time 70
4.9 The value-spectrum model 71
5.1 A two-step flow communications model 76
5.2 The Lavidge and Steiner model of the customer adoption process 77
5.3 Advertisement for a Swiss bank in which the customers' needs for individual service are addressed 79
5.4 Advertisement with transformational needs as basis of message 81
5.5 The service delivery process and the relevance of promotional channels 83
5.6 Advertisement in which a strong image takes the place of long explanations 87
5.7 The relative importance of the individual elements of the communications mix(a)for goods and(b)for services 91
5.8 The stages in drawing up a communication plan 92
6.1 A price structure 99
6.2 The pricing process 100
6.3 The model of'perceived value' 105
6.4 Chart showing relarive positions of companies in a competitive market 110
6.5 Matrix representing criteria for implementation of discount pricing 119
7.1 A service satisfaction framework 126
7.2 Percentage of brand-loyal customers in various sectors 139
7.3 Repeated purchases for dissatisfied customers 140
7.4 Percentage of service organizations using different techniques to lower the threshold to complain 141
7.5 Time taken for companies to react to complaint 144
7.6 Types of compensation used by service organizations 146
7.7 Centralized and decentralized handling and receiving of complaints 149
8.1 The effect of the introduction of a service guarantee at PTT Telecom 161
9.1 The cycle of failure 185
9.2 The cycle of success 186
10.1 Quintessence Performance and Competency Management Model 195
10.2 Most important competencies for front-office personnel in a distribution company 200
10.3 The three layers of competencies 205
10.4 The relative importance of the three types of competencies in different types of services 206
10.5 Kolb's learning cycle 207
11.1 The stages of trust development 224
11.2 Phases in group development 226
12.1 Empowerment as a pyramid 234
12.2 A general model of leadership 235
12.3 An integrated framework of leadership and empowerment 236
13.1 Ambiguities faced by front-line employees 246
13.2 Minimizing service employees' role stress through formalization or empowerment,by degree ot service interactivity 251
14.1 The relationship between process type and transaction volume 261
14.2 Relationship between process type and transaction volume,according to Silvestro et al 262
14.3 The service encounter:a blueprint for discount brokerage 264
14.4 Partial QFD for an auto-service firm 266
14.5 SPC used to monitor the overall course evaluation over time 269
14.6 Service Transaction Analysis of the'Indiana Jones and the Temple of Peril Backwards'attraction in Disneyland Paris 270
14.7 Time-drivers in the CT-scanning process 272
15.1 The value of EuroDisney stock,Nov 1989 to Jan 1997 278
15.2 Flowchart showing the inspection processes at Belmont 280
15.3 The nature of capacity management 283
15.4 Capacity utilization and waiting time 286
15.5 Capacity utilization and waiting times in a bank 287
15.6 Determining the capacity level 288
15.7 Optimal waiting time in a fast-food restaurant 289
15.8 Hospital resource planning system 294
15.9 The resources planning procedure 295
15.10 A product structure tree for Veal Picante 296
15.11 An integrated framework for manpower planning,staffing and scheduling 297
15.12 A demand curve 302
15.13 An integrated view of managing the perception of waiting times 312
16.1(a) Population density of Europe,1995 323
16.1(b) Average temperature in selected European countries,1996 323
16.2 Determining the optimal number of service facilities 327
16.3 Location model according to Huff 332
16.4 A framework for understanding environment-user relationships in service organizations 334
17.1 Network computing 342
17.2 Relationship between nature of service and relevance of the market space 352
17.3 Degree of richness of task-interactive services 354
17.4 The relationship between the nature of a service,information richness demands and the relevance of the market space 354
17.5 The commodity magnet and how to handle it 364
18.1 The balanced scorecard as developed by Henry Ford Health System 376
18.2 The EFQM Excellence Model 377
18.3 Service concept as a guiding framework 380
18.4 The implementation process of a performance measurement system 390
18.5 The balanced scorecard at Rank Xerox 395
19.1 The innovation portfolio 410
19.2 Performance determinants of innovation projects 417
19.3 Project performance in the innovation matrix 420
20.1 Ratio of exports in commercial services to merchandise trade,1985-94($million) 429
20.2 The same hand movement interpreted differently in three different countries 438
20.3 The structure of culture 439
20.4 International views of the past,present and future 441
20.5 The relationship between cultural characteristics and stereotypes 442
20.6 A general framework of internationalization strategies 444
21.1 The field of strategy making 454
21.2 Product companies and service companies moving towards each other 462
TN2.1 The relationship between method of payment and payment time in a supermarket 493
TN2.2 An example of the negative exponential distribution 495
TN3.1 Animation of the supermarket 502
TN3.2 The fitting of a gamma distribution to the variable purchasing time(without a packer) 505
TN3.3 The fitting of a log-normal distribution to the variable purchasing time(with a packer) 506
TN5.1 The firm modelled as an open system 513
1.1 Contribution of service sector to GDP in some developed countries,1970-99(%) 6
1.2 Contribution of service sector to GDP in some Eastern European countries,1980-99(%) 6
1.3 Contribution of service sector to GDP in some developing countries,1970-99(%) 7
1.4 Differences between services and goods 11
2.1 Buyer expectations of various do-it-yourself stores according to the buying situation 32
4.1 Calculation example of lifetime value 63
4.2 Reasons for breaking a relationship with a supplier 66
5.1 Addressing needs:making a distinction between negatively and positively oriented buying motives 80
5.2 Research results showing how often certain items of information appeared in newspaper advertisements 86
7.1 The results of a Servqual perception measurement in a Nuclear medicine clinic 135
8.1 The main differences between service guarantees and service-level agreements 169
9.1 Sources of employee satisfaction 191
10.1 Characteristics of Competence Management deployment processes 198
10.2 Customer orientation as a competency 199
10.3 Definitions of three competencies for'salespeople' 201
10.4 Detailed definitions of three competencies for'salespeople' 201
10.5 Different training approaches and their relevance for developing different types of competencies 211
12.1 Contingencies of empowerment 232
12.2 The five dimensions of empowerment as a driving force behind individual work motivation 233
12.3 Comparison of employees with high and low levels of empowerment 234
14.1 A comparison of operational performance measures between two hospitals 272
15.1 Various categories of waiting situations:frequencies and average waiting times 285
15.2 Mean satisfaction rating by length of time on hold 286
15.3 Distribution of sales throughout the week at a typical branch of McDonald's 291
15.4 Distribution of sales throughout the day at a typical branch of McDonald's 292
15.5 Staffing at McDonald's 292
15.6 The Gates Hotel no-show experience 306
16.1 Summary of results by type of music 318
16.2 Major design considerations for back office and front office 321
16.3 Factors influencing the location decision 325
16.4 Choosing a restaurant site 329
16.5 Probabilities 330
16.6 The current trading areas of the seven branches 330
18.1 Input of the 24 branches for the DEA analysis 384
18.2 Data Envelopment Analysis for 24 bank branches 385
18.3 An integrated set of performance measures and their operationalization for a bank 387
19.1 The make-or-buy decision spectrum 415
19.2 Portfolio management and the make-and-buy decision 416
20.1 Dimensions to characterize underlying assumptions 440
20.2 Organizational models 446
20.3 Elements of internationalization strategies 449
21.1 Distinctive characteristics of tangibles and intangibles 465
TN2.1 Arrival time,interarrival time and service time of 12 shoppers 492
TN2.2 Different elements of a queuing system 494
TN3.1 Interarnval distribution 500
TN3.2 Service-time distribution 500
TN3.3 A two-digit random number table 501
TN3.4 Monte Carlo simulation of the bank-teller problem 501
TN3.5 Summary statistics for different variables(in seconds) in the situation with and without packers 504
TN3.6 Comparison of the frequency distribution of the variable purchasing time respectively in the situation with packer and without packer 504
TN3.7 Results in terms of numbers of customers served by the clerk in an eight-hour day 507
1.1 Methods of classifying services 17
2.1 SMART:addressing parking needs 30
3.1 Colora:selling solutions 43
3.2 The development of ABB Services 47
5.1 Somer errors in communication 82
6.1 Pricing service innovations throughout the life cycle 108
7.1 Ten components of service quality 133
7.2 Measuring service quality at an outpatient nuclear medicine clinic 135
7.3 Involving the entire company 151
8.1 Service-level agreements at Securis 171
8.2 Filling vacancies 173
9.1 Rising sales at Au Bon Pain 187
11.1 Failing apprentices in the butcher trade 221
12.1 Empowerment at Taco Bell 236
15.1 The Belmont case 279
15.2 Capacity scheduling at McDonald's 291
15.3 MRP in a New Orleans restaurant 295
15.4 Staffing and scheduling nurses in an acute care hospital 299
15.5 Yield management in Transpacific Airlines 304
15.6 The Gates Hotel,San Francisco 306
16.1 Determining the site of EuroDisney 322
16.2 Terminal decline 337
17.1 IT and the stockbroking industry 345
17.2 The development of the bicycle:a socio-technological tale 358
18.1 Benchmarking employee performance in aban kusing DEA 383
18.2 Performance measurement at G-Mart 388
18.3 Internationalization at Vlerick 390
19.1 Dream ticket for truck transport 407
20.1 Wal-Mart comes shopping in Europe 427
20.2 Overseas expansion is a graveyard 428