Services Management: An Integrated Approach 2/e

The book provides a comprehensive insight into the service management industry and it's importance in today's economies.  The book is based on three central strands of services management: customers, employees and operations.  The final part of the book addresses the issue of performance management and service strategy.

Services Management second edition is ideal for Service Management students within a Business or Tourism degree, but also of great interest to operations, management, marketing and general business students.

Essence of Business Process Re-Engineering 1/e

A concise, usable guide to re-engineering business processes for competitive advantage, this quick guide goes beyond the hype to demonstrate exactly what business process re-engineering (BPR) is all about, and what it can and cannot accomplish. Readers will learn how and where to begin the BPR process and the do's and don'ts for making sure that BPR really pays off.