PART ONE: THE NATURE OF SERVICES. 1. The Nature of Services. 2. Defining the Service Concept. 3. Servitisation: The Blurring Boundaries Between Manufacturing and Services. 4. Services in a World Economy. PART TWO: CUSTOMER LOGIC. 5. Relationship Marketing. 6. Promoting Services. 7. Pricing Services. 8. Measuring Customer Satisfaction. 9. Service Guarantees and Service-level Agreements. 10. Complaint Management. PART THREE: HUMAN RESOURCES IN SERVICE ORGANISATIONS. 11. The Role of Human Resource Practices in Service Organisations. 12. Competencies and Service Organisations. 13. Collaboration: Integrating Work and Learning. 14. The Role of Empowerment in Service Organisations. PART FOUR: OPERATIONS MANAGEMENT IN SERVICE ORGANISATIONS. 15. Capacity Management. 16. Facilities Management. 17. IT Developments and their Impact on Services. PART FIVE: AN INTEGRATED APPROACH. 18. Performance Measurement Systems in Service Firms. 19. Managing Innovation in a Service Environment. 20. Managing Services Across National Boundaries. 21. Defining a Service Strategy. 22. Technical Notes.
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