Handbook of Service Management and Redesign

This book which is written for students just starting out in service design and management consists of five chapters that look at different aspects of service redesign and management. The first chapter examines the nature and characteristics of service as well as how they are classified. Considering the specific nature of a service and the differences between varying types is essential to managing them effectively efficiently and effectually. Thus the second chapter is on service management. It bears saying that for there to be satisfactory service management the entity must first have a clearly defined concept of service that is consistently put into practice by the organization both internally and externally. We will thus look at the concept of service and how to implement it in service businesses in chapters three and four. The fifth and final chapter deals with redesigning processes.