{"product_id":"service-management-9780273732037","title":"Service Management","description":"\u003cb\u003eBook Synopsis\u003c\/b\u003e\u003cbr\u003e\u003cbr\u003e\u003cbr\u003e\u003cb\u003eTable of Contents\u003c\/b\u003e\u003cbr\u003e\u003cp\u003e\u003cb\u003ePart 1: Defining Services Management\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003e1. Nature of services\u003c\/p\u003e \u003cp\u003e2. Nature of services management\u003c\/p\u003e \u003cp\u003e3. The service concept\u003c\/p\u003e \u003cp\u003e\u003cb\u003ePart 2: Designing Services Management\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003e4. Services as processes\u003c\/p\u003e \u003cp\u003e5. The role of people: structure and competences\u003c\/p\u003e \u003cp\u003e6. The role of technology: e-services and technology-based services\u003c\/p\u003e \u003cp\u003e7. The role of physical evidence: the Servicescape\u003c\/p\u003e \u003cp\u003e8. Service guarantees and service-level agreements\u003c\/p\u003e \u003cp\u003e9. Pricing\u003c\/p\u003e \u003cp\u003e\u003cb\u003ePart 3: Delivering Services Management\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003e10. Process-oriented services\u003c\/p\u003e \u003cp\u003e11. Employee-based services\u003c\/p\u003e \u003cp\u003e12. Customer-oriented services\u003c\/p\u003e \u003cp\u003e13. Integrated performance management and communication\u003c\/p\u003e \u003cp\u003e\u003cb\u003ePart 4: Developing  Services Management\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003e14. Service innovation\u003c\/p\u003e \u003cp\u003e15. Growth strategies for service firms\u003c\/p\u003e \u003cp\u003e16. Servitisation: a growth path for manufacturing firms\u003c\/p\u003e \u003cp\u003e17. Service internationalisation\u003c\/p\u003e","brand":"Pearson Education","offers":[{"title":"Default Title","offer_id":51017725772119,"sku":"9780273732037","price":999.99,"currency_code":"GBP","in_stock":false}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0817\/1739\/5799\/files\/9780273732037.jpg?v=1750774467","url":"https:\/\/bookcurl.com\/products\/service-management-9780273732037","provider":"Book Curl","version":"1.0","type":"link"}