Services and Service Management

View Sample PDF

Author(s): Balázs Heidrich (Budapest Business School, Hungary)and Gábor Réthi (University of Miskolc, Hungary)
Copyright: 2012
Pages: 36
Source title: Service Science Research, Strategy and Innovation: Dynamic Knowledge Management Methods
Source Author(s)/Editor(s): N. Delener (Arcadia University, USA)
DOI: 10.4018/978-1-4666-0077-5.ch001

Keywords: Business & Management / Business Science Reference / Electronic Services & Service Science / Operations and Service Management

Purchase

View Services and Service Management on the publisher's website for pricing and purchasing information.

Abstract

This chapter provides an introduction to Service Management. First of all, the authors provide an overview of the special characteristics of services compared to the traditional goods-focused approach. They then examine the different approaches concerning services and a wide range of definitions of services. It is essential to understand the special attributes of services, because a different approach and leadership style is needed when compared to a production company. The service providers have to face a more heterogeneous environment, and with the advent of the internet, they have to compete with other companies across borders. With a better understanding of the concept of services, the authors examine service management as a means of discovering the most efficient way to manage services. Finally, they consider the special traits and attributes of the service market and the indication of a need for a new management concept. The authors introduce the popular and well-known service management approaches and a new approach: the Culture-Based Leadership Model of Services.

The IRMA Community

Research IRM

Services and Service Management

Purchase

Abstract

Related Content

IRMA Sponsors