Over 75% of graduates currently find work in the service industries, but there are very few books that deal specifically with the subject of service management. This edition of Services Management provides a comprehensive insight into the industry and its’ importance in today’s economies. The book is based on three central strands of services management: customers, employees and operations. The final part of the book addresses the issue of performance management and service strategy. Based on a series of research workshops with academics and practitioners at the Service Management Centre, De Vlerick School of Management, University of Ghent, the authors have produced in-depth case studies and survey research to help students to develop a thorough understanding of the specific challenges and issues of service management today. Services Management is ideal for Service Management students within a Business or Tourism degree, but also of great interest to operations, management, marketing and general business students The full text downloaded to your computer With e Books you can: search for key concepts, words and phrases make highlights and notes as you study share your notes with friends e Books are downloaded to your computer and accessible either offline through the Bookshelf (available as a free download), available online and also via the i Pad and Android apps. Upon purchase, you’ll gain instant access to this e Book. Time limit The e Books products do not have an expiry date. You will continue to access your digital ebook products whilst you have your Bookshelf installed.