This text takes an integrative approach to provide a clear overview of the nature of services management. This second edition has been fully revised and restructured in line with lecturer feedback. The book starts by examining the nature of services and their fit with the management process. It then goes on to discuss extensively three central areas for any service manager: customers, employees and operations. The authors pay specific attention to concerns that are crucial to services, while recognizing that besides having specific characteristics, services are processes that require an integrated and concerted approach. The final part addresses such integrated themes as performance management and service strategy.