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Service Management


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Table of Contents

Part 1: Defining Services Management1. Nature of services2. Nature of services management3. The service conceptPart 2: Designing Services Management4. Services as processes5. The role of people: structure and competences6. The role of technology: e-services and technology-based services7. The role of physical evidence: the Servicescape8. Service guarantees and service-level agreements9. PricingPart 3: Delivering Services Management10. Process-oriented services11. Employee-based services12. Customer-oriented services13. Integrated performance management and communicationPart 4: Developing Services Management14. Service innovation15. Growth strategies for service firms16. Servitisation: a growth path for manufacturing firms17. Service internationalisation

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