Services Management

ISBN Number : 978-93-5051-086-5

Student Price : Rs.160

Student Dollar Price : 7$

Book Edition : Fifth

Year of Publication : 2011

No. Of Pages : 278

About The Book

People in advanced countries rely more on services. Developing countries like India are also relying more and more on service sector. In this context, managing firms providing services is becoming vital but complex activity. Professional management of service units will go a long way in developing the economy. "Services Management", this book gives a glimpse of managing services on professional lines.

The first chapter opens with a conceptual analysis of Services Management. Second chapter analyzes classification of services and physical products. Third chapter focuses on Service Marketing - Mix which is a vital function of services management. Fourth chapter gives a brief analysis of planning of services. Fifth, Sixth, Seventh, Eighth and Ninth chapters analyze three vital service activities.

Although the title is prepared to cover the syllabus of BBM of Bangalore University, this serves as an effective information tool for those who wish to start service activities such as hospitals, hotels or tourist services.

Each chapter contains, learning objective, chapter synopsis, text of the topic (narrated in a simple and direct style), vital information in boxes, charts and diagrams for clear understanding of chapter themes. Graded questions and practical exercises are given for self study.

Book Content of Services Management

Chapter 1 : Services Management − An Overview
Chapter 2 : Services Classification
Chapter 3 : Marketing Mix of Services
Chapter 4 : Customer Relationship Management in Services
Chapter 5 : Planning And Managing Service Delivery
Chapter 6 : Tourism Management
Chapter 7 : Travel Services
Chapter 8 : Health Care Services
Chapter 9 : Hotel Industry


About The Author

Prof. H.R. Appannaiah is an erudite scholar and a prolific writer. He has promoted educational institutions and has a teaching experience of over 50 years, serving in the capacity of professor, principal and the director of postgraduate center. He has widely travelled abroad and has presented many research papers in national and international conferences. He has authored over 90 titles on Commerce and Management subjects, catering to the needs of graduate and postgraduate studies in Commerce and Management. He is a member of Federation of Chambers of Commerce and Industry in Karnataka and has served as Chairman of Business Education Committee, besides being the member of International Trade Committee, IT Committee and Tourism Committee. He has founded Federation of Teachers` Councils of Commerce and Management in Karnataka to revamp business education. As a Founder President, he has contributed to give a new turn to business education in Karnataka. At the instance of the Federation, Government of Karnataka appointed a high-powered committee to restructure business education in Karnataka for which he was appointed as a member. He has won many laurels for his contribution to business education.

Dr. P.N. Reddy -

Ph.D. Director,

K.K.E.C.S. Institute of Management, Bangalore,

Former Dean & Chairman, Department of P.G. Studies in Commerce and Management,

Bangalore university.

D.S. Gopala Krishna -

Faculty, MBA Department,

Surana P.G. Centre,

Kengeri, Bangalore.

Dr. H.V.S. Raghavan -


Professor and HOD of Surana

P.G. Centre, Kengeri, Bangalore.

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