International Journal of Service Industry Management: Volume 5 Issue 1
Table of contents
From Scientific Management to Service Management: A Management Perspective for the Age of Service Competition
Christian GrönroosThe mainstream management principles oftoday are still predominantly based on whathas been called “scientific management”,which in turn can be traced back to thewritings of Adam…
The Development and Emergence of Services Marketing Thought
Stephen W. Brown, Raymond P. Fisk, Mary Jo BitnerOffers the personal interpretations of authors as participant‐observerstogether with a data‐based analysis of the evolution of the servicesmarketing literature. Bibliographic…
Operations: From Factory to Service Management
Robert JohnstonTraces the historical development of operations management from itsfactory management origins. Explores how the subject has tried toincorporate service inspirations issues from…
HRM – A Service Perspective: Towards a Customer‐focused HRM
Benjamin SchneiderFirst presents a brief overview of some research demonstrating a linkbetween employee perceptions of the service firms for which they workand customer perceptions of the service…
Service Management: An Evaluation and the Future
Evert GummessonDeals with the future of service management in specific servicemanagement terms but also in broader, societal terms, from both apractitioner and a scholarly perspective. Claims…