What Is Service Management?

What service management wants to study is how to manage and succeed in the service competition environment. It includes analysis of service profit chain, interactive process and quality of service, information technology in service quality management, comparison of service industry product marketing and manufacturing product marketing, etc. Increase customer satisfaction with service.

Service management

Service management is a new kind of service-oriented society.

What service management wants to study is how to manage and succeed in the service competition environment. In the late 1990s, many scholars and business people in China also conducted theoretical research on service management, including

Author / Translator: Wu Lei Wu Guisheng

Service management

Publisher: Tsinghua University Press

Publication date: January 2008

ISBN: 9787302180487 [Tenth place: 7302180482]

Pages: 472 Weight: 0.667KG

Price: $ 45.00

Service Management Summary

"Service Management" is a textbook that systematically introduces the theory and practice of service management. Based on the study of foreign service management textbooks and authors, and closely combined with the needs of China's service management practice, "Service Management" from "basic knowledge", "service decision management", "service operation management", "service element management" and "industry service management "The five aspects explain the basic theory and management methods of service management, covering the main content of service management. "Service Management" has the following characteristics compared to existing textbooks: new content including service innovation management, integration of manufacturing and services, enhanced management, and knowledge-intensive service management; strengthened analysis of service strategic decisions, and added multiple The case of local service companies is highly targeted and practical. "Service Management" has reasonable structural arrangements, easy-to-understand language, brief and clear cases, suitable for domestic readers to read and learn, and can provide reference for service enterprise managers and policy makers.

"Service Management" can be used as a textbook for undergraduate and graduate students majoring in business management, as well as a professional training textbook. Readers include undergraduates, graduates, and MBA students in business management majors; service industry managers; service industry researchers; corporate senior managers; and relevant personnel engaged in service management activities.

Service Management Book Catalog

The first summary

Chapter 1. Services and Service Economy

The meaning of the first section of the service

Classification of services

Section 3 Service Economy

Thinking and practice questions

Chapter 2 Introduction to Service Management

Section 1 Service Pack

Section 2 Features of Services and Service Operations

Section 3 Connotation and Characteristics of Service Management

Section 4 Service Management Framework

Thinking and practice questions

Second service decision

Chapter III Service Strategy

The first section develops an analytical framework for service strategy

Section 2 Environmental Analysis: Industrial Technology Market Policy

Section 3 Analysis of Internal Factors

Section 4 Content Framework of Service Strategy

Section 5 Competitive Strategy of Service Enterprises

Section 6 Expansion Strategy of Service Enterprises

Thinking and practice questions

Case: "True Kung Fu" Chinese Fast Food Dream

Chapter IV Service Innovation Management

Section 1 Service Innovation Management Framework

Section 2 Types of Service Innovation

Driving Force of Service Innovation

Section 4 Model of Service Innovation

Section 5 Process of Service Innovation

Thinking and practice questions

Case: COSCO Group's service innovation model

Chapter III Service Operation Management

Chapter V New Service Development and Service Design

Section 1 New Service Development

Section 2 Service Design

Section 3 Service Process and Service Blueprint

Section 4 Quality Function Deployment

Thinking and practice questions

Chapter 6 Service Demand and Production Capacity Management

Section 1 Balance of Service Demand and Production Capacity

Section 2 Service Demand Forecast

Section III Demand Management

Section 4 Production Capacity Management

Section 5 Revenue Management

Thinking and practice questions

Chapter VII Service Supply Management

Section 1 Two-way relationship of service provision

Section 2 Service Outsourcing Management

Section III Service Inventory Management and Control

Thinking and practice questions

Case: YJ Bicycles' annual inventory plan

Chapter VIII Service Contact and Delivery

Section 1 Service Contact and Triad

Participants and channel models for service delivery

Section III Service Profit Chain

Thinking and practice questions

Case: Sears gains new life with service profit chain

Chapter IX Design of Service Facilities

Section 1 Framework for Service Facilities Design

Section 2 Location Selection and Location Selection of Service Enterprises

Section 3 Layout of Service Facilities

Thinking and practice questions

...

Introduction to Service Management Author

Lei Lei, Bachelor of Science, Master of Science, Doctor of Management, engaged in post-doctoral research at the School of Economics and Management of Tsinghua University and the Key Research Base of Humanities and Social Sciences of the Ministry of Education-Technology Innovation Research Center of Tsinghua University. The research areas are service innovation and service management, technology innovation, and project investment and financing evaluation. Published more than 20 academic papers in national key core journals, published 3 academic monographs, translated 2 and participated in 3, presided over 1 China postdoctoral fund project, and mainly researched 1 National Natural Science Foundation project, participated in and completed The National Development and Reform Commission, the Ministry of Science and Technology, the Ministry of Education and other ministries and committees have six key topics, and they are the review experts of the SME Innovation Fund of the Ministry of Science and Technology, and the editorial board of key domestic core journals such as Research Management and Science Research. He has done service innovation and service management consulting projects for many large and medium-sized enterprises in China.

In 2004, he was awarded the "Xiao Linshi Excellent Chinese Economics Paper Award". Guisheng Wu is a professor and doctoral supervisor of Tsinghua University. Director of the Key Research Base of Humanities and Social Sciences of the Ministry of Education, Director of the Technology Innovation Research Center of Tsinghua University, Vice Chairman of the China Society for Technology and Economic Research, Psychologist at the Research Institute of Technology Innovation Strategy and Management, Director of the China Science and Technology Index Research Association, Beijing Member of the term expert advisory board, editorial board of journals of Journal of Tsinghua University (Philosophy and Social Sciences Edition), Scientific Research Management, Research and Development Management, China Equipment Management, Equipment Management and Maintenance The main research areas are technological innovation, service innovation, technological economic evaluation, regional science and technology and economic development. Taught technical management, technology innovation management and other courses. Responsible for and complete 1 "863" project, 4 National Natural Science Foundation projects, more than 10 provincial and ministerial projects such as the Ministry of Science and Technology, and a number of regional, enterprise, research and consulting projects. The research results have won one third prize of national science and technology progress award, one first prize of provincial and ministerial science and technology progress award, three second prizes, one first prize of outstanding teaching materials of the Ministry of Education, and four books or edited textbooks and monographs. More than 100 papers.