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.Given the importance that he attaches to having highly motivated staff and extremely loyal customers, Branson also thinks it is critical to keep ... Again to quote Branson (www.virgin.com/ uk/aboutvirgin): There are three things which are particularly important in achieving and ... fact is that he stands as a role model for dynamic customer service leadership and expects his senior executives to do the same.
|Author||:||Alan Nankervis, Yuki Miyamoto, Ruth Taylor, John Milton-Smith|
|Publisher||:||Cambridge University Press - 2005-10-05|