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Service Operations Management
Preface New features for this edition Case examples and exercises About the authors PART I: FRAMING SERVICE OPERATIONS 1. Introduction to service operations 2.The world of service 3. Service strategy 4. The service concept PART II: SERVICE PEOPLE 5. Customer relationships 6. Service quality 7. Designing customer experience 8. People in the service operation 9. Service culture PART III: DELIVERING SERVICE 10. Service supply networks 11. Designing the service process 12. Managing service performance 13. Service resources and capacity PART IV: IMPROVING SERVICE OPERATIONS 14. Service innovation 15. Service improvement 16. Learning from problems 17. Learning from other operations Index Publisher acknowledgements
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