The Handbook is organized in six major sections: The service setting, demand management, service excellence and profitability, service recovery, service relationships, and firm-wide service issues. A unique structural feature of the Handbook is the inclusion of both in-depth chapters as well as shorter, more focused `mini' chapters. This variation enables the book to provide broader coverage through the inclusion of more topics.RICHARD B. CHASE RAY M. HAYNES Service operations management (SOM) existed from the first time that an enterprising ... Using McDonalda#39;s fast food restaurants as an archetype, this article showed the benefits of redefining the serviceanbsp;...
|Title||:||Handbook of Services Marketing and Management|
|Author||:||Teresa Swartz, Dawn Iacobucci|
|Publisher||:||SAGE Publications - 1999-11-19|