Summary |
With increasing competition and rising customer expectations, services have acquired immense significance, both as a separate business and as a support to the business of manufactured goods. It has become increasingly clear that quality and efficiency in services, rather than new product features of technology, can contribute susbstantially towards endowing organizations with sustained competitive advantage. This book constitutes a balanced and comprehensive presentation of the concepts and applications relating to the management of services.
The author discusses the concerns that must be addressed by managers in today’s customer-driven marketplace. He advocates a holistic approach which integrates various dimensions of services management-quality, managing and empowering people, marketing, evolving competitive strategies and institutionalizing effective systems. A separate chapter is devoted to specific businesses in the service sector, such as, insurance, hospitals, tourism and public services. Drawing upon his rich experience, both as a practitioner and a consultant, S. Balachandran offers practical insights into the subject, supported by illustrations and examples from a wide range of service businesses and functions.
Written in a simple and lucid style, this book will be indispensable to executives in service organizations and to those involved with service functions. It will also be a useful reference for students of management and commerce, for management development programmes, and for executives undergoing in-company training.
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