Creator of Knowledge
Information Resources Management Association
Advancing the Concepts & Practices of Information Resources Management in Modern Organizations

Services and Service Management

Services and Service Management
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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


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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.

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