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This guide contains 6 Core and 12 World-Class processes each of which is described in chapters that provide a logical view of the element itself and why it is i

Examines the special characteristics that make services and the management of service organizations successful. Provides a comprehensive framework for service o

This textbook offers a fully integrated approach to the theory and practice of service management, exploring the operational dynamics, management issues and bus

When your service department is struggling to reach its goals and management is breathing down your neck, who can you turn to for help? In The Irreplaceable Ser

Organizations of all types are consistently working on new initiatives, product lines, and workflows as a way to remain competitive in the modern business envir