Services and Service Management

Heidrich Balázs and Réthi Gábor (2012) Services and Service Management. In: Service Science Research, Strategy and Innovation: Dynamic Knowledge Management Methods. IGI Global, New York, pp. 1-37. ISBN 9781466600775

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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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Item Type: Book Section
CreatorsORCIDMTMT szerző azonosító
Heidrich Balázs10003003
Réthi Gábor10027266
Uncontrolled Keywords: management
Depositing User: Adminisztrátor BGE
Identification Number: 1774590
DOI id:
Date Deposited: 2017. Sep. 08. 11:05
Last Modified: 2017. Sep. 08. 11:05

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