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- W408328136 abstract "Part 1: Defining Services Management 1. Nature of services 2. Nature of services management 3. The service concept Part 2: Designing Services Management 4. Services as processes 5. The role of people: structure and competences 6. The role of technology: e-services and technology-based services 7. The role of physical evidence: the Servicescape 8. Service guarantees and service-level agreements 9. Pricing Part 3: Delivering Services Management 10. Process-oriented services 11. Employee-based services 12. Customer-oriented services 13. Integrated performance management and communication Part 4: Developing Services Management 14. Service innovation 15. Growth strategies for service firms 16. Servitisation: a growth path for manufacturing firms 17. Service internationalisation" @default.
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- W408328136 date "2013-03-11" @default.
- W408328136 modified "2023-09-27" @default.
- W408328136 title "Service Management: An integrated approach" @default.
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