Table of Contents

Chapter 1 - Introduction: The Metamorphosis of Service Chapter 2 - The Nature of Service Chapter 3 - Service Quality Chapter 4 - Understanding and Engaging Customers Chapter 5 - Service Vision, Service Design and the Service Encounter Chapter 6 - Service Marketing: Managing Customer Experiences and Relationships Chapter 7 - Service Guarantees, Service Failure and Service Recovery Chapter 8 - Managing and Engaging Employees in Service Organizations Chapter 9 - Leadership for Service Organizations Chapter 10 - Bringing Service Management to Life! Case Studies of Best Practice