Bruce Robinson

Service Management Bruce Robinson

Service is a type of economic activity that is intangible and does not result in the ownership of anything. Service management if considered in terms of manufacturing is closely related to supply chain management. Managing the quality and consistency of a service is the biggest challenge for organizations due to the high involvement of human factor. The most important concepts discussed under this discipline are service strategy definition, service portfolio management, warranty and claims management, activity scheduling, service billing, customer management, etc. This book contains some path-breaking studies in the field of service management. While understanding the long-term perspectives of the topics, the book makes an effort in highlighting their impact as a modern tool for the growth of the discipline. A number of latest researches have been included to keep the readers up-to-date with the global concepts in this area of study. This book is an essential guide for both academicians and those who wish to pursue this discipline further.