Services and Service Management

Services and Service Management

Balázs Heidrich (Budapest Business School, Hungary) and Gábor Réthi (University of Miskolc, Hungary)
DOI: 10.4018/978-1-4666-0077-5.ch001
OnDemand PDF Download:
No Current Special Offers


This chapter provides an introduction to Service Management. First of all, the authors provide an overview of the special characteristics of services compared to the traditional goods-focused approach. They then examine the different approaches concerning services and a wide range of definitions of services. It is essential to understand the special attributes of services, because a different approach and leadership style is needed when compared to a production company. The service providers have to face a more heterogeneous environment, and with the advent of the internet, they have to compete with other companies across borders. With a better understanding of the concept of services, the authors examine service management as a means of discovering the most efficient way to manage services. Finally, they consider the special traits and attributes of the service market and the indication of a need for a new management concept. The authors introduce the popular and well-known service management approaches and a new approach: the Culture-Based Leadership Model of Services.
Chapter Preview

The Features Of Services

Finding a suitable definition and specification of what constitutes a service is not straightforward. Schmenner (1995) argues that it is easier to define what is not a service, rather than what is. We consider the likes of hotels, restaurants, repair shops, entertainment outlets (like amusement parks or cinemas), as well as health centers (like hospitals and private surgeries) as traditional service providers. A second category is ‘mindware’ services, like technical and legal services, tax consultancies, insurance, real estate agencies, and educational institutions. A third category is concerned with distribution and includes wholesalers, retailers, and people working in all forms of logistics as service providers. However, there are some service providers that do not fit into these three categories:

Complete Chapter List

Search this Book: