Service Management

This book provides an introduction to service management. On Very basic note firstly, the authors give an overview of the specificities of services compared to the traditional approach centered on goods. They then discussed the different approaches to services and a wide range of service definitions. Understanding the particular attributes of services is essential, as a different approach and style of leadership is required compared to a production company. Service providers face a more heterogeneous environment, and with the advent of the Internet, they must compete with other businesses across borders. With a better understanding of the concept of services, the authors examine service management as a way to discover the most efficient way to manage services. Finally, they take into account the particular characteristics and attributes of the service market and the indication of the need for a new management concept. The authors present popular and well-known service management approaches and a new approach: the Service Leadership Model Based on Culture.