This text takes an integrative approach to provide a clear and compelling overview of the nature of services management. Now in its Second Edition, the work has been fully revised and restructured in line with lecturer feedback. The book examines the nature of services and their place within the management process, the three central areas for any service manager: customers, employees and operations and integrates such themes as performance management and service strategy. The authors pay specific attention to concerns that are crucial to services, while recognizing that besides having specific characteristics; services are processes that require an integrated and concerted approach. INDICE Part I : Services and the management process Chapter 1: The nature of services and its implications for the services management process (from services to services management) The characteristics of services Service classifications Towards an integrative view: designing value configurations that connect customers (needs), employees (competencies) and operations (physical and process components/technology). This integrated framework introduces the idea of service concept The application of the integrating framework in different service environments (Mills & Margulies) Chapter 2: The central role of the service concept The strategic nature of the service concept Implementing the service concept (or, how the strategic positioning of a service company implies a differential emphasis for the management of the service delivery process.) The service #triangle# as an integrative model - (#focused# factory idea) Part II : Customer logic Chapter 3: Building Customer Relationships: Why and how Chapter 4: Promotion Chapter 5: Pricing Chapter 6: Quality: the customer side: Quality as meeting and exceeding customer expectations Measuring and managing customer satisfaction and service quality Handling complaints Part III : The human factor in service organizations Chapter 7: The crucial role of h