Andrew Sturdy

Hugh Willmott

Irena Grugulis

Customer service is at the centre of many recent changes in work and organisations and is often celebrated as being of benefit to all. This book explores the real nature of customer service from different critical perspectives drawing on a wide range of sectors internationally. A provocative and insightful work aimed at students of organisations and management as well as thoughtful practitioners.

Empowerment and Entrapment

Customer Service

Kathryn Haynes

The book is a collection of perspectives on service and service management written by leading researchers in the field. It considers the range and importance of services, the challenges of managing services and recent contemporary innovations in services and service management.

Challenges and Innovation

Managing Services

Conceived by Chris Grey as an antidote to conventional textbooks, each book in the ‘Very Short, Fairly Interesting and Reasonably Cheap’ series takes a core area of the curriculum and turns it on its head by providing a critical and sophisticated overview of the key issues and debates in an informal, conversational and often humorous way.

Irena Grugulis

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