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