巴特·范·路易和保罗·格默尔等编著的《服务运作管理》根据Ghenl大学De Vlerick管理学院服务管理研究中心的一系列研究报告编写而成。该中心的研究采取了一种涵盖多学科的方法，研究人员包括具有工程技术、营销或组织行为学背景的人，既有学者，也有实践者。在过去的几年中，研究中心对顾客满意度、信息技术、授权、服务利润链、创新、绩效管理、能力管理和等候队列等大量主题进行了研究。本书引用的大量案例和调查研究即是这些研究成果的一部分。

巴特·范·路易和保罗·格默尔等编著的《服务运作管理：整合的视角（第2版）（影印版）》以全面的视角讲解了服务管理产业，探索了服务在当今经济中的本质及重要性。作者深入研究了服务管理的三个核心部分：顾客、员工和运作，同时以一种整合的视角对服务运作管理的过程进行了深入讲解。《服务运作管理：整合的视角（第2版）（影印版）》最后一部分强调了绩效管理和服务战略问题。

《服务运作管理：整合的视角（第2版）（影印版）》是根据Ghent大学De Vlerick管理学院服务管理研究中心的学者和实践者的一系列研究报告编写而成，作者在《服务运作管理：整合的视角（第2版）（影印版）》中加入了大量的案例研究和调查研究，使读者能够彻底理解当今服务管理面临的特殊挑战和问题。

List of figures

List of tables

List of exhibits

About the authors

Preface

Acknowledgements

Part One THE NATURE OF SERVICES

 1 The nature of services

Steven Desmet， Bert Van Looy， Roland

Van Dierdonck

Introduction

Objectives

The growing importance of services

Services： what makes them special？

A closer look at services

The role of service classifications

Conclusion

Review and discussion questions

Notes and references

Suggested further reading

 2 Defining the service concept

Paul Gemmel， Bert Van Looy， Gino Van Ossel

Introduction

Objectives

Why do we need a service concept？

How to define the service concept

Implementing the service concept

The service concept as a guiding framework： an overview of its main ingredients

Why not all service concepts are alike

Conclusion

Review and discussion questions

Notes and references

Suggested further reading

 3 Servitization： or why services

management is relevant for

manufacturing environments

Steven Desmet， Roland Van Dierdonck，

Bert Van Looy

Introduction

Objectives

From goods to services

Why servitization？

Making the transition

Conclusion

Review and discussion questions

Notes and references

Suggested further reading

Part Two CUSTOMER LOGIC

 4 Relationship marketing

Kristof De Wulf

Introduction

Objectives

Relationship marketing： new words to an old tune？

Linking customer satisfaction， customer loyalty and profitability

Lifetime value： the link with profitability

How to increase customer satisfaction and customer loyalty

Setting objectives in service marketing

Conclusion

Review and discussion questions

Notes and references

Suggested further reading

 5 Promoting services

Patrick De Peismacker， Joeri Van Den Bergh

Introduction

Objectives

What is so different about promoting services？

The basic building blocks of promotior

Designing a marketing communicatior strategy for services

Drawing up a promotion plan

Conclusion

Review and discussion questions

Notes and references

Suggested further reading

 6 Pricing services

Marion Debruyne， Stefan Stremersch

Introduction

Objectives

Developing a framework for pricing decisions

Pricing objectives

Pricing strategies

Pricing structure

Pricing levels and tactics

Conclusion

Review and discussion questions

Notes and references

Suggested further reading

 7 Customer satisfaction and complaint management

Gino Van Ossel， Stefan Stremersch，Paul Gernmel

Introduction

Objectives

Service quality and customer

satisfaction

A service satisfaction framework

Measuring customer satisfaction

Complaint management

Conclusion

Review and discussion questions

Notes and references

Suggested further reading

 8 Service guarantees and service-level agreements

Gino Van Ossel， Paul Gemmel

Introduction

Objectives

Service guarantees

Service-level agreements

Internal service guarantees and service-level agreements

Conclusion

Review and discussion questions

Notes and references

Suggested further reading

Part Three HUMAN RESOURCES IN SERVICE ORGANIZATIONS

 9 The role of human resource practice in service organizations

Bart Van /ooy， Koen Dewettinck， Dirk Buyens，Tine Vandenbossche

Introduction

Objectives

The nature of services

Human resource management for services

Conclusion

Review and discussion questions

Notes and references

Suggested further reading

 10 Competencies and service organizations

Walter Stevens， Dries Foetus， Bart Van Looy，

Tine Vandenbossche， Dirk Buyens

Introduction

Objectives

Designing competency-based HR practices

Competencies for service organizations

Conclusion

Review and discussion questions

Notes and references

Suggested further reading

 11 Collaboration： integrating work and learning

Bart Van Looy

Introduction

Objectives

The benefits of collaboration in the workplace

The broader relevance of collaboration to services

The role of collaboration in learning

Collaboration as the central theme

Establishing collaborative relationships

Conclusion

Review and discussion questions

Notes and references

Suggested further reading

 12 The role of empowerment in service organizations

Bart Van Looy， Kristl Krols， Dirk Buyens，

Tine Vandenbossche

Introduction

Objectives

The relevance of empowerment for service environments

Empowerment： the employee and the supervisor

Empowerment： the organization

Conclusion

Review and discussion questions

Notes and references

Suggested further reading

 13 Role stress among front-line employees

Koen Dewettinck， Dirk Buyens

Introduction

Objectives

Relevance of role stress for the service encounter

Role stress defined

Handling role stress for front-line employees

Conclusion

Review and discussion questions

Notes and references

Suggeted futher reading

Part Four OPERATIONS MANAGEMENT It SERVICE ORGANIZATIONS

 14 Service process design and management

Paul Gemmel

Introduction

Objectives

Process choice

Process design

Process monitoring

Process evaluation

Process re-engineering

Conclusion

Review and discussion questions

Notes and references

Suggested further reading

 15 Capacity management

Roland Van Dierdonck

Introduction

Objectives

Capacity and capacity management

Capacity planning

Scheduling capacity

Managing the demand side

The psychology and managerial consequences of waiting

Conclusion

Review and discussion questions

Technical note

Notes and references

Suggested further reading

 16 Facilities management

Roland Van Dierdonck， Paul Gemmel，Steven Desmet

Introduction

Objectives

The nature of facilities management in services

Back office versus front office

Location

Designing the servicescape

Conclusion

Review and discussion questions

Notes and references

Suggested further reading

 17 IT developments and their impact on services

Tim Duharnel， Bart Van Looy， Wilfried Grommen，

Wirn Grielens， Niels Schillewaert，

Pedro Matthnssens

Introduction

Objectives

The network era - Where do we stand？

The impact of IT developments on service encounters

Action strategies for the new media

Conclusion

Review and discussion questions

Notes and references

Suggested further reading

Part Five AN INTEGRATED APPROACH

 18 Performance measurement systems in service firms

Paul Gemmel， Kurt Verweire， Gino Van Ossel，Werner Bruggeman， Roland Van Dierdonck，Bart Van Looy

Introduction

Objectives

Designing performance measurement systems for services

Implementing an integrated performance measurement system

Conclusion

Review and discussion questions

Technical note

Notes and references

Suggested further reading

 19 Managing innovation in a service environment

Koenraad Debackere， Bart Van Looy

Introduction

Objectives

Innovations as spiral processes： the value-constellation approach

Innovation portfolio management

Organizing the innovation portfolio： the make-or-buy decision

The operational management of innovation

Conclusion

Review and discussion questions

Notes and references

Suggested further reading

 20 Managing services across national boundaries

Roland Van Dierdonck

Introduction

Objectives

Why internationalize？

Drivers towards internationalization

Culture and cultural differences

Internationalization strategies

Conclusion

Review and discussion questions

Notes and references

Suggested further reading

 21 Defining a service strategy

Airne Heene， Bart Van Looy，Roland Van Dierdonck

Introduction

Objectives

The nature of strategic management

The challenges of strategic management for services

Conclusion

Review and discussion questions

Notes and references

Suggested further reading

TECHNICAL NOTES

 1 How to collect customer satisfaction data Gino Van Ossel

 2 Analysing queuing systems in service environments

Paul Gemmel

 3 Simulation as a tool in designing services

Paul Gemmel

 4 Data envelopment analysis Paul Gemmel

 5 Insights stemming from emerging

resource and competence-based strategic management theories

Aime Heene

APPENDICES

1 Importance of informational elements in ads - comparing goods and services

2 The state probability （P（n））

Index