Service Management
Contents: Preface. 1. Introduction to service management: Part A: Introduction to service management. b. Service process. c. Service quality. d. Service strategy. e. Service promotion. 2. Tourism and travel services: i. Hotel market. 3. Banking and insurance services: part a: Banking. b. Insurance. 4. Finance and marketing services. 5. Health care and educational services. References. Index.
Every business house needs some type of service which can be made available only by the service sector. Thus service management is important not only in the services sector but also in every business enterprise enterprise which is also dealing in physical products and some services being an integral part of business operations. This aspect focuses on the demand side of services which encourages service providers to provide quality service.
Service industries are quite varied. The government sector with its courts employment services hospitals loan agencies military services police and fire departments post office regulatory agencies and schools are in the service business. The private non profit sector with its museums charities churches colleges foundations and hospitals are in the service business. A good part of the business sector with its airlines banks computer service bureaus hotels insurance companies law firms management consulting firms medical practice motion picture companies plumbing repair companies and real estate firms are in the service business. Many workers in the manufacturing sector such as the computer operators accountants and legal staff are really service providers. In fact they make up a service factory providing services tot he goods factory. Not only are there traditional service businesses but also new types keep popping up to serve the needs of a changing population.
Service management encompasses fundamental understanding of services marketing and covers wide scope such as financial services, banking and insurance services, tourism and hotel industries health care and hospital industries education industries etc.
