Service Within.

Service Within.

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Albrecht, Karl Dow Jones-Irwin, 1990
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IN THIS SUMMARY

The topics discussed in Service Management Effectiveness are by leading researchers in the field of service management and they provide a comprehensive model for managing service businesses. The work shatters the artificial barriers among disciplines and promotes a cross-functional perspective that includes strategic management, organization and human resource management, operations management, and marketing. This work consists of scholarly theses which present overviews of past work, suggestions for new directions, case reports, etc., that develop the theme of the cross-functional requirements of service management effectiveness. The authors suggest consideration of strategic issues related to the design of the service, the internal service system, and internal capacity constraints.