Understanding services -- The important role services play in an economy -- The nature of services and service encounters -- Customers : the focus of service management -- Globalization of services -- Service strategy and competitiveness -- Ethical challenges in service management -- Building...

Preface -- Introduction -- What is a service process? -- Designing and documenting service processes -- Service process redesign -- Customer participation in service processes -- Self-service technologies -- Conclusion -- Summary -- Endnotes

Preface -- Introduction -- Integrating service quality and productivity strategies -- What is a service quality? -- Identifying and correcting service quality problems -- Measuring service quality -- Soft and hard service quality measures -- Learning from customer feedback -- Hard measures of...

As contracting of public transport services increases in sophistication, there is a growing focus on an increasing number of key performance indicators that emphasis service quality. Although contracts won under competitive tendering or by negotiation are assessed on a number of evaluation...