Management des services

Sylvie Chevrier (), Marianne Abramovici () and Muriel Jougleux ()
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Sylvie Chevrier: IRG - Institut de Recherche en Gestion - UPEM - Université Paris-Est Marne-la-Vallée - UPEC UP12 - Université Paris-Est Créteil Val-de-Marne - Paris 12
Marianne Abramovici: IRG - Institut de Recherche en Gestion - UPEM - Université Paris-Est Marne-la-Vallée - UPEC UP12 - Université Paris-Est Créteil Val-de-Marne - Paris 12
Muriel Jougleux: IRG - Institut de Recherche en Gestion - UPEM - Université Paris-Est Marne-la-Vallée - UPEC UP12 - Université Paris-Est Créteil Val-de-Marne - Paris 12

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Abstract: How to design and sell a service when customers ignore their needs? How to further involve the customer to reduce costs without letting them do something wrong? How to encourage listening to customers when the line gets longer? How to "reenchant the experience" of a raging customer to turn him or her into a loyal client? How to convince customers that a service they will experience later is highly valuable? How to assess the performance of services, which impact not only the immediate customer but also the social life? All these questions concern managers of services and find answers in this book drawing upon examples and detailed case studies. It deals with three main issues of service management: designing, producing and assessing the performance of a service activity. The whole value chain is studied throughout the book, providing a thorough analysis of service management. Each issue is illustrated with cases showing what solutions have been provided to manage the different situations. The book relies on several disciplines: marketing, production and quality management, human resource management and management control.

Keywords: Service Activities; service management; service design; quality of service; performance of service management; service production (search for similar items in EconPapers)
Date: 2015-10
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Published in Presses universitaires de Grenoble, 2015, 9782706124211

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Persistent link: https://EconPapers.repec.org/RePEc:hal:journl:hal-01214791

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