Service operations management

The service sector is the fastest growing market in today's economy. A team of experts in Vlerick Leuven Gent Management School conducts extensive research on services and translates its knowledge into educational programmes, publications and advice concerning services management, hospitality management, facilities management, capacity and degree of capacity utilisation in your organisation, customer satisfaction, the perception of your clientele regarding your services and products, and the relationship between personnel satisfaction and customer satisfaction. You can also come to us for networking among service professionals.

Key research areas

We have special expertise in:

  • Services
  • Experiences
  • Hospitality management
  • Facilities management
  • Servitisation
  • After-sales services
  • Process management in services
  • Capacity mangement in services
  • Customer relationships
  • Innovation in services
  • Services in the public sector
  • Strategic decisions concerning services
  • Service quality

Research results and publications

Curious about some of our research results and publications?

Research for your organisation

In addition to conducting research that contributes to fundamental academic knowledge, we can also carry out practice-based research especially for your organisation.

Our experts

Meet the faculty and researchers who are experts in Service Operations Management.

Tips from our experts

Journals, portals and books keep you informed about trends in Service Operations Management. Some recommendations from our experts:

  • Flying high in a competitive industry: Cost-effective service excellence at Singapore Airlines by Loizos Heracleous, Jochen Wirtz and Nitin Pangarkar (2005)
  • Complaint management: the heart of CRM by Bernd Stauss and Wolfgang Seidel (2005)